Job Title: Trainer
Salary: £35,000 per annum
Location: London, Canary Wharf
Hours: 9:30pm – 6pm

Main Purpose of Role:

To help our company to deliver an extraordinary level of service to our clients through the training and development of our people.
You will support us by working on one of our new client accounts, trainer new hires on all things
related to the account including systems, products, and customer service. The training period is 3- 4 weeks with time for integrated learning.
Depending on your experience, you will attend the first course as a new starter and then co-present the training session after completing the initial train the trainer sessions with the client.

Key Accountabilities

● To deliver induction programmes for all staff including Systems, Technical Knowledge, Soft Skills and Product Training.

● To assist in the creation and delivery of Training Workshops, generic and campaign specific where required.
● To deliver a professional participate and enjoyable learning experience, taking personal
responsibility for the transfer of learning back into the workplace.
● Monitor the effectiveness of training programmes through on-going evaluation and assessment.
● Take responsibility for the documentation of training, reports and test results.
● Produce reports on training evaluation and assessment to evidence effectiveness of training
solutions and potential opportunities for improvement in line with ISO9001 QMS
● Ensure skills and knowledge relevant to your role remains up-to-date.
● Consistently review the content of your training to ensure that your training programmes are
running in line with current procedures and applicable legislative requirements e.g. FCA
● Develop, design and deliver training programmes in line with new procedures within the
company, acting as a reference point with the technical areas of the business to ensure the
delivery of this task.
● Ensure up-to-date and accurate records are maintained.
● To work with all other departments in the business to develop the right training solutions for all of our clients.
● Provide training and coaching support initiating feedback to the individual and the business on an individual’s performance, post learning.
● To identify group and individual training needs by liaising with our clients, as well as ongoing
monitoring and assessment against organisational and departmental standards.
● To develop training programmes with a focus on call quality and the Customer Experience
● To continually assess delegates’ learning via testing and monitoring, recording all results and
utilising the data within an individual’s P.D.P. thereby supporting the achievement of the
organisational strategic and business objectives.

KNOWLEDGE:

* At least 2 years’ experience preferably within a contact centre environment is desirable.
* CTP, CCM qualified or equivalent or studying towards desirable.
* Up-to-date knowledge of the clients that you support (full training will be given) – keeping
abreast of process / product / procedures/ system changes
* Overall business awareness – understanding of the company goals, challenges and peak
periods
* Insurance industry knowledge desirable – CII qualification desirable
* PC literate including Microsoft Office; Word, Power-point, Outlook, Excel
* Good working knowledge of HR procedures relating to new recruits and managing under
performance
* Research external thinking to ensure best practice and up-to-date methodologies utilised

SKILLS:

* Good presentation, facilitation, communication, interpersonal and assertiveness skills
* Strong feedback and coaching skills
* Good time-management and organisational skills
* Ability to operate flexibly and adapt to changing needs.
* Approachable and proactive.

Why work for us?

● Fun and sociable team environment
● Pension Scheme
● Eye test vouchers and discounts

● Discounted corporate gym membership with Nuffield
● Involvement with local charities and fundraising days
● Campaign specific benefits including discounts, incentives and prizes
● Recommend a friend scheme paid a reward of £500 +
● Apprenticeships qualifications and career flight path schemes
● Recognition and reward schemes with Love to Shop Voucher rewards.
● Cycle to work scheme

Systems & Training

Full training will be given, and will include supporting on-going training requirements for the duration of the project.

Opportunity for Growth
The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of internal and external customer experience. Across the team will have SMART objectives. These will be communicated by your manager who will support you to achieve your goals. Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties.

The Recruitment Co. is an equal opportunities employer and we’re committed to diversity and inclusion in the workplace.