CEC trainer

Location

Birchwood, Cheshire | United Kingdom

Job description

The Role:

We are looking to employ a trainer to join the Integral Customer Service Centre team. This is a vital role, and the successful candidate will help our Service Centre to develop the on-going long-term improvement of all our employees' skills enabling them to fulfil their potential within the organisation. The role will be demanding and busy – using existing training and developing new training to ensure the best experience for all our staff. The successful candidate will have the opportunity to shape the L&D provision of the Customer Service Centre and make us an employer of choice and best in class.

Day to day:

· Responsible for the L&D Strategy for the customer service centre to deliver the business objectives.

· Responsible for conducting a robust Training Needs Analysis for the business to determine the training requirements at all levels to increase capability and performance in line with the company's goals & objectives.

· Lead a team of business trainers and manage overall L&D activities, plans and schedules associated with deliverables and milestones.

· Report & evaluate the delivery of development provided by the L&D function and the impact on business performance to demonstrate return on investment.

· Responsible for creating a reporting tool to relay pertinent details to the operation through the induction period which details skill levels, attainment & behaviours.

· Responsible for leading and driving day to day change management activities whilst providing coaching support for team members.

· Lead, design and support the implementation of targeted L&D interventions which include change management, process, policy, and structure.

· Develop the L&D strategy to allow for feedback, evaluation and competency checks to measure success and determine capability which supports organisational readiness and long-term sustainability.

· Liaising with the business to identify learner training needs, plan, design and arrange training.

· Design and develop training for employees which tests competence and meets business requirements.

· Monitor and update training programmes to ensure they are the most up to date.

· Responsible for maintaining all training files which includes tracking & auditing from both internal & external bodies.

· Responsible for the team's development, train the trainer and observations to enhance the team's current skillset to ensure quality and consistency across the training team.

Skills, Experience and Qualifications:

· Minimum of 2 years' experience of training, design, delivery, and evaluation within a contact centre environment.

· Ability to design impactful, engaging content to increase capability, performance and provide confidence to achieve quality outcomes.

· Experience in the design, preparation, and delivery of training programmes, able to evaluate the effectiveness of training delivered.

· Strong Behavioural and Systems skills training ability

· Strong communication and management skills

· Excellent coaching ability to demonstratable experience of developing others.

· Knowledge of current effective learning and development methods

· Ability to build rapport with employees.

· Assertive by nature with the ability to multitask and manage own workload working to aggressive deadlines.

· A strong people focus and excellent relationship management skills, along with the capability and perseverance required to achieve the required outcomes with both partners and internal stakeholders.

· Sound analytical and problem-solving abilities, backed by a good degree of IT/PC literacy particularly in the use and manipulation of PowerPoint applications.

· A commitment to continuous improvement, showing flexibility and a willingness to undertake multiple projects whilst ensuring the best results.

· Ability to set and achieve strategic business goals.

About Us:

We're Integral, part of JLL. We're a Facilities and Maintenance firm based across the UK. We work with organisations in Mechanical, Electrical and Fabric works with engineers nationwide to deliver engineering excellence for our clients. The Integral family are the largest mobile hard services provider in the UK.

If you're looking to step up your career, Integral and JLL are the perfect professional home. At Integral and JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects, and work on game-changing facilities and maintenance initiatives. You'll also make long-lasting professional connections through sharing different perspectives, and you'll be inspired by the best. We're focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at Integral and JLL!

Applying:

So, we can really get to know you and what you can offer please include an up-to-date CV with your application.

All candidates will be required to provide valid proof of Right to Work in the UK and ID at interview.

Successful candidates are also required to pass a DBS check at our cost.

Job tags

Salary