Customer Care Training & Development Specialist

at  ELEMIS

DESCRIPTION

Contract Type: Permanent

SKILLS, KNOWLEDGE & EXPERTISE

• GCSEs in Maths and English grades A-C or equivalent
• NVQ in Beauty/Customer Care preferred
• Previous Experience and Knowledge:
• Contact/call centre experience preferred
• Excellent use of the English language
• Good customer service skills in a similar role an advantage
• Elemis treatment and product knowledge*
• Knowledge of the Elemis Company philosophy*
• Retail/Sales experience an advantage
• Training/coaching experience preferred
• Good administrational skills
• General computer literacy and knowledge of office equipment
• Good numerical skills
• Training provided

• Collaborate with Management to identify training needs of the department.
• Works with Managers to address learning issues, instruction problems, or new educational needs regarding specific employees.
• Schedule appropriate training/coaching sessions.
• Oversee and direct workshops, and individual training/coaching sessions.
• Plan and implement effective training/coaching sessions.
• Carries out Quality sessions to ensure calls, live chat, and emails reach the required standard set out by the business.
• Train and support New Employees.
• Prepare and update all training/coaching material across the Customer Care Team.
• Conduct Evaluations to identify areas of improvement.
• Monitor performance and respond with correct training/coaching.
• Asses the needs and learning objectives of each group, adapting teaching methods and resources to ensure training and coaching are both fun and educational.
• To educate oneself with updated product information, details of promotions, and offers to ensure correct knowledge within the team.
• To act as the main point of contact in Customer Care with regards to absence management.
• Run and produce necessary reports at the request of the Customer Care Manager.
• Attend and proactively participate in meetings and training sessions at the request of

the company (prior notice will be given).

• Understand and abide by the Company and departmental rules, policies, and procedures.
• To carry out other duties as so requested by management.
• To ensure that all GDPR and Data protection is followed.