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About the job
Customer Service Coach/Trainer
CALLING ALL EXPERIENCED CALL CENTRE ADVISORS!!!
Do you want to progress your career within a contact centre environment?
No more room for progression within your current role?
Passionate about training and development?
We want to hear from you!
To provide Customer Service / Diagnostics training to support learners making the transition from a General & Billing focused role, to a technical role. Learners will be dealing with customers general billing queries for their first 3 months of their journey and then will make a transition to dealing customers fault with their communication products.
This will be in a fast paced, contact centre environment with a high volume of staff turnover. The Trainer will support the upskilling of existing colleagues aligned to the departments competency matrix (Pay Progression).
They will contribute towards the wider HR teams objectives of reducing staff attrition and increasing the Pay Progression % Mover Rate, particularly supporting them through their first 6 months journey with the business.
You will be selfdriven, results orientated with a positive outlook and a clear focus on providing high quality service to all customers.
Main duties of the position
Identify and feedback to senior management on any new training requirements required for team members
Handling escalated calls from advisors and
Observe and promote best practice of policies, procedures and processes
Focus on close support of individual advisors to ensure that the technical and softskills meet minimum standards
Take an active role in the training and development of new staff members
Contribute to the HR objective of reducing staff attrition, staff tenure and the impact of new starters within the first 3 months
Ensure action plans are set and followed up with advisors to maintain quality of service
Flexible and adaptable to the needs of the business and its learners
Previous experience within a contact centre environment is essential
Organised, with good time management skills
Customer centric outlook
Clear, concise and engaging presenter
Passionate about achieving tangible business results through their role
Coaching experience not necessary, training will be given
Interviews and start dates ASAP. Click apply today or send your CV to
or call Mark Thomas on (0161) (835) (8338) for more info.
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.