Geplaatst in: Overig in Het oosten van Engeland | Geplaatst: |
Training Lead
Job Description:
As a Training Lead Contractor in our Customer Service team, you'll ensure high-quality training delivery to diverse audiences. Collaborating with the Customer Service Manager, you'll oversee training initiatives, manage content, and design bespoke modules for top-tier customer service.
Responsibilities:
Training and Development:
- Own the Customer Service training content lifecycle.
- Manage new hire training, refresher courses, and specialised modules.
- Review and update existing training materials.
- Develop tailored training programs in collaboration with subject matter experts.
Continuous Improvement:
- Analyse data to identify service trends for improvement.
- Implement process enhancements through cross-functional collaboration.
Regulatory Compliance:
- Ensure training content complies with travel regulations and industry standards.
- Assist with regulatory audits and implement corrective actions.
Key Experience:
- Substantial customer service experience.
- Extensive background in training roles, including remote sessions.
- Desirable: Contact centre experience, knowledge of overseas operations.
- Strong judgment, commercial acumen, stakeholder management.
- Excellent communication, analytical skills, and conflict resolution abilities
