Customer Service Trainer

at  UK Shared Business Services Ltd UKSBS

BAND D: £31,797 - £41,228 DOE

Are you passionate about training and enhancing customer experiences?
UKSBS is a public sector shared service centre providing high quality HR, Payroll, Finance, Procurement and IT services and expertise to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British people and the UK economy.
It is an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a vastly different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.
The Customer Support Service comprises of three key teams – Contact Centre, Customer Experience and Content Management. We provide front line support for HR, Payroll, Finance, Procurement and IT queries to our customers, ensuring a timely, effective quality resolution.
As Customer Trainer you will be enthusiastic about training and experienced in understanding the specific customer related skills required to ensure our teams deliver great customer service every time they interact with our customers. The role will ensure our teams are developed and equipped to deliver the levels of service required as outlined in our Customer Service Strategy, Skills Matrix and Business Plan.
We are seeking a dynamic Customer Service Trainer to support our front-line teams within our Customer Support department.
This is an exciting new role within the business and is the perfect opportunity to shape and build our training to support the service in making customer contact easy, convenient, and transparent and to enable a high-quality service to be delivered right, first time and every time, through our ‘single front door’ and appropriate triage. Our service delivery is underpinned by three customer commitments, delivered through our people who empathise and respond to customers in the most effective and appropriate way.
Responsibilities include but are not limited to creating, planning and delivering a ‘training academy approach’ not only for new starters at induction, but also for our existing team through the lifecycle of their roles to enable them to continually grow and build the levels of skills required to mature service delivery.

To do this role well you will need:

• A proven track record in delivering training, ideally within a customer service environment.
• Demonstrable experience of designing/developing a ‘training academy plan’ holistically for the customer service teams.
• Experience of building and delivering compelling training material
• Ability to organise, manage the coordination and deliver training, using a range of blended options, such as digital (videos, e-learning and guides), classroom-style face to face training, to teams and individuals.
• Knowledge of different learning styles and needs, training approaches, programs and systems.
• Experience of collaborating with multiple stakeholders (including agents) to co-create bespoke, relevant training.
• Relevant training qualification CPLP, CPTM would be advantageous.

TO FIND OUT MORE ABOUT THE SKILLS, KNOWLEDGE AND BEHAVIOURS WE ARE LOOKING FOR, READ THE DETAILED JOB DESCRIPTION.

We look forward to hearing from you.
We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.

THINGS YOU NEED TO KNOW

To be considered, you will need to successfully obtain BPSS before commencing the role, obtaining clearance usually takes 5-10 working days.
UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore applicants must have eligibility to live and work in the UK at application stage.

• A proven track record in delivering training, ideally within a customer service environment.
• Demonstrable experience of designing/developing a ‘training academy plan’ holistically for the customer service teams.
• Experience of building and delivering compelling training material
• Ability to organise, manage the coordination and deliver training, using a range of blended options, such as digital (videos, e-learning and guides), classroom-style face to face training, to teams and individuals.
• Knowledge of different learning styles and needs, training approaches, programs and systems.
• Experience of collaborating with multiple stakeholders (including agents) to co-create bespoke, relevant training.
• Relevant training qualification CPLP, CPTM would be advantageous