Customer Care Trainer

Department: Customer Care
Reporting to: Customer Care Manager
Location: Newbury, Warrington or Remote.
Contract: Permanent
Hours: 37.5
Location: Newbury, Warrington or Remote.
Date: March 2024
Salary: GBP28,000-GBP32,000
Are you passionate about delivering exceptional customer service experiences? Do you thrive on guiding and empowering others to excel in Customer Care? We're seeking a dynamic and enthusiastic individual to join our team as a Customer Care Trainer! If you're ready to take your passion for Customer Care to the next level and inspire others to deliver their best, we want to hear from you. Full training will be provided.
You should be a well presented individual and will be able to work extended hours during peak periods as required.
GFS has been trading since 2001 and is the UK's leading carrier management company, we work with brands such as Molton Brown, Mamas & Papas and Dune Shoes amongst others. During our 20+ years of operation GFS has developed an obsession for driving carrier performance for the benefit of our customers. We have exciting growth plans, providing real opportunity for career progression.
Main areas of responsibility
Devise and co-ordinate induction and training plan for Customer Care team members Internal team members at peak times.Work closely with Management to ensure that processes are developed, implemented and delivered to Team members on a regular basis.Ensure that Team members are up to date with processes and procedures.Undertake training needs analysis for all Customer Care team members. Identifying knowledge gaps and training requirements.Co-ordinate and deliver feedback and coaching sessions to meet individual &/or business needs.Establish regular sessions with Team leader to identify areas of focus from coaching sessions.Record and maintain all training & coaching sessions to ensure employee records are updated correctly and reflect all development sessions are conducted.Create and distribute coaching and performance reports, ensuring they are completed and produced within the agreed timescales.Coach and support team members who require support to improve either their quality of work or to achieve their KPI's.Record and maintain KPI related reports.All other reasonable requirements as specified by senior management.Support the department to achieve weekly targets. Education and Experience
Essential:
Experience in organising training including on-the-job coaching; soft skills and e-learning.Experience in designing ways to train employees.Experience in overseeing all professional development.Strong presentation and public-speaking abilities.Good IT skills, including Excel.Good level of English & Maths. Desirable:
Experience in previous training role is desirable.Knowledge of Health & Safety processes & procedures.Experience of training Customer Service staff. Personal:
Confidential; diplomatic.Positive; Pro-active.Attention to detail and accuracy.Planning and organisation skills.Strong Communication skills at all levels.Judgment and problem solving.Flexible and adaptable.Strong desire to progress.