Customer Care Trainer

  • Ref:3129
  • Date Published:2017-05-02
  • Consultant:Simon Goymer
  • Type:Permanent
  • Category:Customer Services
  • Location:South London
  • Salary:£25,000

Leading global luxury brand requires a Training Consultant to deliver company training initiatives to the Customer Care team to improve commercial results and ensure the customers receive the best possible service experience through a continuous cycle of training, coaching, feedback and follow up.

Responsibilities:

Provide training solutions, delivered in a variety of styles: classroom based programs, bite-sized training workshops, practical and live coaching, written training materials, role plays

Delivery of training in a style which is professional, prepared, knowledgeable and confident. 

The topics delivered will include: new starter inductions, customer service, selling techniques, communication skills, management skills, systems, social media platforms, product knowledge, and general business updates

Assist in creation of training solutions in response to commercial needs in conjunction with the Customer Care Training Manager and in accordance with the training department strategy

Proactively identify and share new training ideas with CC Training Manager and Training Team

Develop and maintain relationships with key stakeholders: Customer Care Management Team, Learning & Development, HR, Retail & Buying, Customer Insights and the wider business

Act as the point of contact in the training team to react and respond efficiently to urgent/ ad hoc training needs from the wider business.

Continuous evaluation of the internal and external customer experience, adding value to propose solutions and improvements

Ensure that company values and standards are consistently transmitted

At times you may also need to work a flexible shift pattern to match the needs of the business, including weekends. This is essential to ensure consistency of training and capability across the Customer Care Team, and consistency of customer experience


Skills and Experience:


Formal training experience with a background of creating and delivering workshops AND/ OR

People management experience gained in a contact centre or fast paced retail environment with a background of coaching and developing a team

Excellent presentation and communication skills

Self-motivated and able to work independently without direct supervision

Team-player and always flexible to support peers for greater team efficiency

Organised and efficient: able to prioritise according to business needs

Must possess a constant, infectious positive attitude and lead by example

Use initiative to problem solve and bring new ideas

Display discretion and good judgement to display a professional conduct at all times