About the job
About Our Client
Our client is a rapidly expanding domestic energy supplier, providing energy to over 300,000 customers across the nation. Their growth trajectory presents real career advancement opportunities, and they are seeking to enhance their team with a skilled Customer Service Trainer.
Role Overview
As a Customer Service Trainer, you will play a pivotal role in identifying and delivering the training requirements for our Call Centre operations. This includes the design, development, and execution of a comprehensive customer service training and coaching program.
Your responsibilities will encompass the induction training for new hires, as well as continuous support for existing staff, ensuring they provide an exemplary customer experience that aligns with our service and quality standards.
The ideal candidate will have a proven history of delivering outstanding customer service and will guide team members on effective inquiry handling processes.
This position is perfect for an articulate and organized individual with experience in the Energy sector and a background in training or supervisory roles, instilling confidence in training delivery.
Key Responsibilities
- Research, design, and maintain engaging training workshops to enhance employee skills and confidence.
- Keep a comprehensive library of training materials and records, ensuring they are consistently updated.
- Collaborate with the Quality Team to pinpoint training deficiencies.
- Support the Training Manager in fulfilling various customer operation training needs.
- Assist in the induction and mentoring of employees during their probation period.
- Work closely with Team Managers post 1-1 reviews to identify training requirements.
- Alongside the Training Manager, develop a yearly training strategy.
- Create diverse training, coaching, and monitoring techniques tailored to individual needs.
- Adhere to all regulatory and compliance standards in fulfilling job duties.
Required Skills and Experience
- Proven experience in designing and delivering classroom-based training.
- Background in the Energy sector, particularly with credit meters.
- Exceptional communication abilities across all organizational levels.
- Strong written communication skills.
- Proficiency in Microsoft Office Suite – Word, Excel, and PowerPoint.
- A high level of motivation and the ability to inspire others.
