Learning and Development Trainer

Recruiter
Anonymous
Location
Cardiff
Salary
28000.00 - 35000.00 GBP Annual
Posted
03 Sep 2019
Closes
01 Oct 2019
Sectors
Human Resources
Contract Type
Permanent
Hours
Full Time
Are you a an experienced / qualified Learning and Development Advsior?

Are you looking for a challenging role where you can implement your own strategy and projects?

12 Month contract with a potential permanent role.

If so, please apply below:

Client Details

The client / what's on offer:

- Well known brand that's recognised for it's employee engagement

- Not for proft with a commercial business model

- Cardiff City Centre

- 28 days holiday plus bank holidays

- 11% pension contribution

- Private medical healthcare

Description

The role:

Ensuring an environment of coaching and engagement is of high priority, through side by side activity and large scale sales and service programms

Support Management to drive exceptional NPS and CSAT levels, through deep dive coaching and using a variety of tools to enhance performance

Analyse key people data to highlight develop needs and liaise with management and stakeholders to create appropriate learning interventions in line with contact centre objectives.

Advise and support, influencing decision making on best practice on all matters regarding the development, learning and training of contact centre staff, obtaining the best from people through effective learning interventions.

To support the development of the Sales and Service training offering in conjunction with the People Team, that is tailored to our current and future business plan

To support the onboarding of new recruits with our Learning, Development and Onboarding Manager, specifically system training that is required as part of induction

Responsibility for the start of the Adviser's journey in the centre following induction, ensuring a smooth transition from induction to going live

To increase the quality of the customer experience and ensure a joined up approach that delivers an exceptional customer experience

To identify and provide structured learning interventions that meet the requirements of the business when possible

Develop a knowledge base for products, process and policy and use this to support department through effective training

To be flexible to the needs of the business to undertake all other ad hoc tasks, as required by management

Supportive and purposeful side by side assessments of Advisers

Ensure that development and support is determined using data-led methodology, analysing KPI's of the Advisers roles to determine the right interventions.

Training meets the needs of the business and is regularly updated and refreshed incorporating latest industry thinking.

The training undertaken is monitored and measured to ensure that it is adding value to business performance and results

Share knowledge and experience with business and/or team

Profile

Ideal candidate / skills required:

A confident, experienced and skilled facilitator

An effective communicator with experience of coaching

Display flexibility and adaptability at all times in response to the challenging, changing environment.

Ability to engage and influence key stakeholders, ensuring a sensible and business focused approach

Has a customer service mentality and passionate about delivering a great experience.

Excellent organisational and time management

Effective MI analysis, interpretation and decision-making skills

Can determine the most appropriate MI data to collate, manage and utilise for the purposes of the role.

Job Offer

Please apply with your CV if interested. Cardiff

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