Description
Our client, a national financial services company are looking for a 'Customer Advisor Training Manager' to oversee the training and training material for contact centre and customer service staff trainers. The client are looking for some one to come in and ensure the training staff are training the employees effectively and in line with SLA's and KPI's that are in place, along with strict compliance that needs to be adhered to by all staff.
Key responsibilities include -
* Ensuring that service providers have the relevant learning ethos, strategies, systems and training programmes (including evaluation and competency assessment) in place for front-line operations and where there are gaps working with the provider.
* Developing, maintaining and delivery of appropriate training courses and support mechanisms for telephony or face to face delivery.
* Ensuring that service providers deliver the appropriate programme of training to staff at the right time and that required capabilities and competencies are achieved.
* Ensuring that service providers receive timely updates to the service and training programme.
* Reviewing training materials regularly to ensure they remain accurate, compliant with any updates.
* Identifying opportunities for service improvement and facilitating these improvements.
* Ensuring that delivery partners have the appropriate information to deliver high-quality, current, and comprehensive service to customers (eg service updates, changes in legislation/product information/script updates).
The successful candidate will have a background within financial services or a highly complianced organisation, preferably with some knowledge of debt services.
Please apply now to avoid disappointment, please note - if you have not heard back within 2 weeks of application you have been unsuccessful on this occasion.