Customer Experience Trainer (operational Team Trainer)...

at  Return on Investment Ltd

ABOUT US

Founded in 2003, ROI Ltd has expanded to over 350 employees, offering a stimulating work environment with exceptional career progression opportunities. As a valued team member, you’ll be part of a company recognised for staff retention, development, and community involvement.

EXPERIENCE & SKILLS REQUIRED

• Proven experience in delivering training programmes, preferably in a customer service or operational environment. Well used to delivering 121 sessions custom designed for the individual, bite-sized training, classroom based and remote learning and coaching.
• Providing Inductions specific to Customer Service and a Complaints handling team of circa 25-30 Advisors covering new starters to ongoing development plans.
• Strong communication skills and the ability to present complex information simply and effectively using a variety of creative methodologies including holistic approaches to supporting wellbeing.
• Ability to motivate and inspire Advisors, fostering a positive learning environment from Induction into the business to ongoing check-ins and collaborating with the management team on performance and successes and feeding back.
• Experience in creating training materials using various digital tools and platforms or alternative holistic styles.
• Excellent organisational skills with an attention to detail and a proactive nature.
• Applicants must be able to hit the ground running and have proven ability in delivering engaging content and making it appropriate to each learning style in line with our Quality framework and our clients expectations.
• Applicants must be able to provide regular updates to internal stakeholders L&D, HR and Customer Service Team Managers and also update our client and Directors on any reporting and success of plan of action needed to upskill individuals.
• We have particular interest in candidate that have upskilled from Admin roles to customer service and enjoy coaching and mentoring and getting the best out of our people.

• Facilitate Training Sessions: Deliver engaging and interactive training sessions for customer service teams to improve operational efficiency and customer satisfaction individual and group sessions.
• Develop Content: Design training materials and modules that are aligned with company objectives and industry best practices and our quality framework.
• Monitor Performance: Evaluate the effectiveness of training programmes and adjust content as necessary to meet evolving business needs.
• Support Team Development: Provide ongoing coaching and development to team members post-training to ensure skills transfer to the workplace.
• Collaborate Across Departments: Work closely with management and other departments (internal and extrenal) to identify training opportunities and address performance/skill gaps.