Learning and Development Trainer

Posted on Jan 20, 2019 by Anonymous

Yorkshire, Yorkshire United Kingdom
Call Center & Customer Service
Immediate Start
£28k - £28k Annual
Full-Time
THE COMPANY:

Brewster Partners are working with a fast growing manufacturing business with superb plans for the future to recruit a Customer Service Trainer located in East Yorkshire they are accessible from York , Harrogate and Hull. This is a really exciting time to join them as the company goes from strength to strength and your role is pivotal in its success.

THE JOB:

As Customer Service and Sales trainer you will support the team by training, coaching and supporting staff throughout their time with the company in order to embed a strong customer service ethos within the team. This will include training in key customer service behaviours and skills, as well process and product knowledge.

Performance

* To give meaningful and accurate feedback to all team members on areas for growth and development in a professional manner
* To develop and maintain all training material and procedure guides
* To deliver training to all new starters and refresher training for all existing team members
* Identify performance concerns in terms of process or people and develop practical solutions to resolve them in a timely manner
* Communicate system and procedure changes proactively
* To act as a role model to all members of the team with attitude and approach
* To identify ways to improve 'Right first time' methodology

Customer

* To support the establishment, integration, training and ongoing review of meaningful customer standards for all aspects of the Customer Service Team and Pricing Team
* To instil a customer centric ethos in all trainees
* To act as the point of escalation, implementing remedies within the scope of authority
* To establish a customer first attitude towards resolving customer concerns

Quality

* To identify and give feedback on persistent areas of under performance (team/customer/process)
* To undertake frequent call monitoring of team members performance and give feedback as needed
* To routinely review written customer interactions and ensure they are accurate, well-constructed and in the correct tone
* To identify solutions to problems in a timely and proactive manner and positively support their implementation
* To develop and communicate quality standards throughout the team

THE PERSON:

* Quality standards
* Customer Service Standards
* Training delivery
* Thorough understanding of various training methodologies and implementation tools
* Proven training and quality skills
* Impeccable communication, interpersonal and influencing skills
* Strong and confident influencer with the ability to establish relationships at all levels.
* Resilient, self-motivated and able to work well under pressure.
* Can adapt well to change
* Exceptional attention to detail
* Excellent time management, demonstrating flexibility and the ability to manage different processes independently
* A passion for continuous learning
* Innovative thinker
* GDPR and DPA knowledge

THE BENEFITS:

Circa £28000 Plus Excellent Benefits

Brewster Partners Business & Office Support is a division of the Brewster Partners Recruitment Group focusing on the recruitment of talent in administration, business support, HR, sales, marketing and purchasing jobs in in South Yorkshire, West Yorkshire, East Yorkshire, North Yorkshire, Lincolnshire and Nottinghamshire. If you are interested in discussing this job in more detail or any other aspect of business and office support recruitment we would really like to hear from you. Please visit our website at (url removed) for more information

Reference: 619141783

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