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Customer Service Training Specialist ( Consumer & Small Business)


Vacancy will be closed on: 22/01/2021
Sligo
Reference # 155
Role Title:

Customer Service Training Specialist (Consumer & Small Business)

Maternity Leave Cover (6-8 months)

Business Area:

Care Training
About this Role


We are seeking a Customer Service Training Specialist to educate our support, sales and customer service teams by conducting seminars and interactive courses. The customer service training specialist will report directly to the Head of Training with responsibilities including facilitating on-the-job coaching, developing educational material and organising training sessions for new hires.  If you’re familiar with teaching soft skills like negotiation and problem-solving, we’d like to meet you.

Ultimately, you will make sure our customer service representatives develop their skills and successfully address customer needs.

Why this Role?

The role will hold a depth of knowledge that will serve the line of business on various types of learning i.e. sales/on-boarding/proposition/up-skilling /professional skills, across all levels from front-facing to senior leadership. 


This is a highly collaborative role working with eir Operational site leads, product and proposition, knowledge management & quality leads.

What is expected from the Role?

Responsibilities:


  • Developing digital and print educational material (e.g. videos and manuals)

  • Organise classroom-style seminars about product features and sales techniques

  • Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)

  • Identify individual and team skills gaps

  • Schedule regular training sessions (e.g. monthly or quarterly)

  • Ensure new hires take on basic sales training courses, including communication and troubleshooting skills

  • Conduct learning needs analysis and gap assessments

  • Liaise with Ops managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)

  • Coordinate mentorship programs for new customer service representatives

  • Assess the impact of each educational course on staff performance 

  • Maintain updated records of training curricula and material

  • Consult with the instructional design lead to ensure the voice of the line-of-business is represented in developing learning modules, including SME support and needs analysis support as necessary 

  • Make recommendations as to the learning methodology for the dedicated line-of-business (i.e. classroom, virtual classroom, briefing, eLearning etc.), whilst ensuring the 70:20:10 learning framework is at the forefront of all decisions

  • Keep abreast of all changes impacting the dedicated line of business and ensure curricula are updated & maintained (i.e. induction, up skill, cross-skill training etc.) 

  • Act as the project lead where appropriate for , proposition, system, and technological deployment support services across the Customer Service lines of business.

  • Other project and duties as assigned

Requirements for a Successful Application:

Experience:

  • Work experience as a Customer Service Trainer or similar role

  • Experience in sales or customer service positions is a plus

  • Knowledge of Learning Management Systems (LMS)

  • Familiarity with interactive learning activities

  • Excellent communication and presentation skills

  • A multi-tasker:  you thrive in a fast paced, results-oriented environment with a high degree of flexibility whilst retaining business disciplines.

  • BSc degree in Education, Human Resources or relevant field

  • Additional certification in training is a plus


Skills Profile

  • Successful record of driving improved performance within a Customer Service environment. or account management training programmes

  • Understanding of learning needs analysis.

  • Foundational understanding of pedagogical instructional design principles

  • Able to interact and communicate effectively with key stakeholders in a confident and professional manner.

  • Creation of high-impact learning interventions

  • Detail-oriented, with strong ability to organise and prioritise work; multi-tasking is an everyday reality.

Others:

Competencies


Business

  • Customer Focus (3)

  • Results Focus (3)

  • Innovation (2)


People

  • Coaching & Development (3)

  • Interpersonal Skills (3)

  • Oral & Written Communication (3)