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Posted 30 January by HR GO Recruitment Ended

An exciting and challenging new role to facilitate the training and development of all front line staff at the National Contact centre to achieve targets and service levels. The Trainer will have responsibility for the recruitment and training of new Advisers and the on-going training and development of all Advisers in line with client and customer requirements.

To work closely with the operations team to implement and continuous improve activities, including an annual process review, adviser performance and quality measures.

If you understand the importance of quality and training and have an eye for detail and are a good communicator, this could be a role for you.

Main Responsibilities Accountabilities:-

  • To carry out quality audits to meet contractual obligations

  • Responsibility for recruitment of new Advisors and the on-going development of assessment centres

  • Responsibility for an annual review of quality measures, including our quality audit system

  • Focus on contallinuous improvement and improving advisor performance via creative and innovative methods

  • To ensure employees are training in line with internal and client quality standards, identifying any gaps in knowledge and addressing these as appropriate

  • To ensure all training activity is focused in delivering against service goals

  • Develop and maintain an annual training and development plan

  • Continually development of induction training for all new recruits with relevant supporting material, in conjunction with client requirements and in partnership with Team Managers

  • Effective performance management of new Advisors throughout induction in a way that supports the smooth transition from training to the live environment

  • To produce reports following training, detailing level of skills and attainment and behaviours demonstrated including attendance to be shared with Team Managers

  • To provide advice to the operations team regrading the transition of new recruits onto the operational floor, including how to plan their on-going development needs

  • To complete a full training review after all groups of new starters

  • Responsibility for an annual process review

The successful candidate must possess the following attributes:-

  • Excellent communications skills, both verbal and written

  • Attention to detail and willingness to accept responsibility

  • Strong interpersonal skills and ability to influence others

  • Experience in quality assurance and training delivery

  • Ability to multi-task in a highly pressurised, ever-changing environment and flexibility in working hours

  • Ability to design, inspirational and creative training programmes, that engage, motivate and drive performance

  • Professional approach with a can do attitude and personal pride in delivering results

  • Must be educated to degree level, Level 4 qualification or suitable Training qualification

Reference: 34355286

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