Job title: Customer Service Trainer Department: Academy Training Team Location: Peterborough, hybrid working available Hours: 37.5 hours per week Salary: Competitive, plus bonus We're looking for an Customer Service Trainer to be part of our success story.
**Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies.
**Great career development opportunities – grow with us.
About the Role: Deliver the induction training programme to new team members ensuring all training is delivered to a high standard and all trainees are supported and assessed appropriate in conjunction with supporting ongoing.
Responsible for creating, delivering, and evaluating training content focused on operational processes and procedures with customers at the heart of the programme.
Work closely with department heads and other stakeholders to identify training needs and ensure colleagues are equipped with the role appropriate skills to perform their roles effectively.
Key Responsibilities: • Deliver all contact centre inductions across multiple departments • Support the creation and updating of all Induction resources ensuring that the material remains relevant and appropriate to the requirements • Collaborate with subject matter experts and stakeholders to ensure content is accurate and understood by the trainer before delivering it within the Academy • Assist in building training activities that are interactive, engaging and cater to a range of learning styles • Support any upskilling requirements in collaboration with key stakeholders • Acting as a point of support for all training related queries from new team members and People Managers • Maintain any process documents, ensuring material is up to date and relevant • With appropriate guidance, apply lean methodology concepts to all activities that you complete.
• Complete training records and assessments for all team members in the Academy at agreed points in time to evaluate competency, suitability for the role and feedback to the appropriate People Manager • Strong understanding of operational processes and procedures.
• Excellent communication and presentation skills.
• Ability to develop engaging and effective training materials.
• Proficient in e-learning tools and Learning Management Systems (LMS).
• Strong organisational and time-management skills.
• Ability to assess training needs and evaluate training effectiveness.
Skills & Experience: • Communication – Clear and concise verbal, written and digital communication.
Engaging presentation style ensuring group participation and interactivity • Analysis – Identifies learning intervention improvements and provides solutions • Collaboration – Strong interpersonal skills and able to collaborate with all key stakeholders and ensures a good working partnership with key stakeholders • Self-starter - Seeks out self-development opportunities with a working PDP.
• Problem Solving – Uses learning methodologies and collaboration to solve learning requirements (underpinned by Lean methodology).
• Design skills – Designing content to high standard that is fit for purpose • Adaptability and flexibility in training approach • Strong problem-solving skills • Attention to detail • Ability to work independently and as part of a team • Personal Integrity – Possesses and displays high professional standards, maintains confidentiality and is a role model for new team members and peers Benefits 33 days holiday (including bank holidays) Personal health cash plan – claim back the cost of things like dentist and optical check ups Enhanced maternity / paternity / adoption / shared parental pay Life assurance: three times basic salary Free breakfasts and fruit Birthday surprise for everybody!
What you can expect from us At Activate Group, looking after team members is a major priority.
Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed.
From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you.
A bit about us Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide.
We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.
We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.
Want to know what it's like to work with us?
Take a look at our purpose and values.
They define who we are, and how we work with team members, customers and suppliers: Purpose: Make someone's bad day better Values: Make it happen – Be accountable.
Take the initiative, work fast, and do a great job.
Strive for better – Be bold.
Challenge the norm – make small improvements often.
Win together – Be a team-player.
Win together, learn together, respect each other.