Customer Service Learning Specialist

at  Affinity Water

Are you passionate about personal development and helping others? We’re looking for a dynamic and dedicated Customer Learning Specialist to support our customer facing teams in delivering an exceptional experience through innovative training solutions.

ABOUT THE ROLE:

As a Customer Learning Specialist, you will play a pivotal role in ensuring our customer service teams excel through engaging and effective training. You will collaborate with stakeholders within Customer Experience to identify learning needs, design impactful training programs, and drive continuous improvement.

KEY RESPONSIBILITIES:

• Training Delivery: Conduct high-quality inductions and upskill training programs covering all aspects of Customer Experience.
• Needs Analysis: Partner with the Customer Service-Learning Manager, Customer Experience Managers, and external partners to assess learning needs and recommend suitable solutions.
• Learning Options: Offer diverse learning options that align with individual and team needs, incorporating the 70/20/10 learning principles.
• Training Design: Create and deliver training materials tailored to various learner preferences.
• Development: Continuously build knowledge of learning and development approaches and partner with SMEs to design effective training interventions.
• Scheduling: Coordinate with Resource Planning Teams to schedule training sessions.
• Evaluation: Capture and analyse competence data to evaluate the effectiveness of learning initiatives.
• Continuous Improvement: Regularly review and suggest enhancements to learning and development activities.
• Facilitation: Deliver engaging and high-quality training interventions.
• Feedback: Provide feedback to managers on ongoing development needs based on training outcomes.
• Administrative Duties: Manage delegate lists, joining instructions, attendance records, and training records system. Address retraining requirements as needed.
• Information Sharing: Facilitate the sharing of training information across teams.