Customer Services Trainer

Job Profile

Job Ref - 001223 
Job Title - Customer Services Trainer
Location - Surrey
Salary - Up to £27.5k

Details:

Company Profile:

The E-Commerce Division of this rapidly growing 'cutting edge' organsiation has an excellent opportunity for a Customer Services Trainer. This role will take responsibility for the development of new of Customer Service Advisors and continue to support and develop the exceptionally high standard of customer service our Client demonstrates.

Size of Team / Contact Centre:

80 FTE, with growth plans to 120FTE.

Role Profile:

This role is ideal for a candidate who has three years experience with both Quality Management and Training behind them with in the Contact Centre environment. Ideal for someone who is looking for a fresh new challenge within a large organisation with the aim to manage, coach and train Customer Service advisors and ensuring quality resources meet established goals and objectives. This role requires flexibility within hours worked.

Key Responsibilities:

• Providing induction training and on-going support to new starters
  
• Updating procedures in line with new product development
  
• Assisting teams as new work streams are introduced
  
• Assessing the current training needs of the teams and delivering a structured and consistent training programme
  
• Proactively identifying additional training and development opportunities
  
• Working with the Learning and Development Manager on methods to continuously improve the knowledge, skills and behaviours of the CS and Transactional services teams

Key Skills / Experience Required:

• Three years previous experience in a Training position within a Contact Centre position.
  
• Previous experience in a Customer Service environment essential.
  
• Ability to demonstrate effective presentation skills including creative training techniques, and learning techniques.
  
• Must be fluent with Microsoft software

N.B. This role requires a flexible approach, as the Customer Services team operates on a 24/7 shift basis. You will be required to work evenings and weekends as part of a 40 hour week.

You will have the ability to manage your own hours but ensure you are able to train all the advisors no matter what the shift.

Package:

25 days holiday, Pension: Money purchase contributory scheme - Employer contribution is 8%, Employee contribution is 5%, BUPA private healthcare scheme - including eligible dependants, season ticket loan

Graham.kelly@cactussearch.co.uk