Role title: Customer Contact Centre Trainer No of direct reports: 0 Grade: C1

Transcription

1 Role profile Role title: Customer Contact Centre Trainer No of direct reports: 0 Grade: C1 Directorate: UK Commercial Reports to: Service Improvement Manager Created/Updated by: Lorraine Cahill Created/Updated on: Reviewed July 2010 Role title change December 2010 Reviewed/Updated: September 2011 by Marigo Sevastopulo, September 2012 Role purpose To identify and meet the function s training requirements for all staff in order to generate improvements to productivity, quality and customer service in line with the Strategic Plan. This will be achieved by:- Identifying, designing, implementing, maintain training modules to enhance the delivery of an improved customer experience by increasing the knowledge and confidence of staff Evaluating training modules and implement improvements that deliver sustained improvements to create the Ultimate customer experience Delivering and maintaining Training Best practises which will develop a high performance culture Producing relevant briefing material to ensure staff are up to date with changes that impact on the customer experience Delivering quality training that embraces Operational excellence and improved quality and quantity Act as gatekeepers for new processes, procedures and information coming into the Contact Centre and decide the best method to share this knowledge Key responsibilities Title and definition: Typical success measures: 1 Business Training Needs Analysis To complete regular Business training needs analysis that result in appropriate, timely and effective training which meets the needs of our customer, City & Guilds Group, Customer Relations and the individual. Review existing training modules and uplift in line with system, policy and customer expectations changes to deliver an improved customer experience Training needs identified through discussions with contact centre advisors, team leaders, quality coaches and managers; and analysis is clearly documented to agreed standards Training needs analysis is completed through remote monitoring of calls and correspondence and recommendations presented in 1 of 6

2 order to deliver improvements by an agreed timeframe 2 Training modules and supporting material To ensure that modules and supporting materials are designed and developed within a best practice framework in order that individuals learning styles are accommodated and meet the changing business requirements of City & Guilds group and increasing customer expectations Training needs analysis for new recruits is reviewed regularly to allow for updates and changes to induction and training programme for new staff; and improvements are delivered, measured and sustained. Career development needs identified for existing staff via the team leaders and supported through managers and the Learning & Development function. All requests for refresher training are requested via an agreed format and delivered within agreed timescales Hold regular monthly meetings with the Contact centre team leaders, Quality Coaches and Contact Centre managers to discuss training requirements. Present training recommendations, gain agreement and ensure that modules and briefing materials are delivered to agreed timeline Standards for training material layout and content within Customer Relations conform with corporate Learning and Development standards Training materials and course design is centred on end-to-end customer-focused business flows, rather than system capabilities All areas of the business form part of the departmental induction and training programme for new staff. Induction and training programme schedules reviewed on a regular basis in line with IT requirements and improvements applied generally. All training and induction materials are reviewed and uplifted at least annually 2 of 6

3 Customer Relations training modules are shared with the rest of the business for example on Learning Management System or intranet. All training is recorded and updated in a consistent manner and is shared with team leaders and coaches 3 Course Delivery To ensure that delivery of training modules and/or briefings meets the expected standards so that the customer and participants experience and cost result in performance improvements that are sustained and consistent Feedback from training, from the team members and focus groups, delivers a consistently high satisfaction rating of over 80% Training for staff is planned and scheduled after liaison with the staff in Customer Relations which results in least disruption to customer service delivery, with an Action Plan calendar shared with colleagues Effective use of Best Practice techniques and professionalism is included in the development, delivery and motivation of training programmes to promote a culture of service excellence Some benchmarking undertaken with other organisations to improve induction and training delivery All training undertaken is recorded appropriately with a measurable, significant and sustained improvement in performance from training attendees within 3 weeks of completing all training. Evaluation Reports issued to Management 1 month of completing all training Health and Safety training supports and reinforces Learning & Development corporate induction, with specific awareness of policy documents relating to Contact Centre practices Feedback on training is sought and used to improve the current and future training material and delivery 3 of 6

4 Soft skills and SAP system feedback is collated from team leaders, call recording and monitoring To lead on monthly Quality Monitoring Calibration sessions which are held with Team Leaders and Quality Coaches. To ensure consistency and identify areas of improvement following through with action plans when required. 4 Reporting To ensure that training is effectively evaluated and reported upon so as to track its value and fitness for purpose to the business A formal and effective review and evaluation process is conducted at least annually Feedback is provided to and discussed with Customer Relations management team and Learning & Development for recommendations and support for continuous training improvements, and career progression within Customer Relations An annual function training plan is maintained in line with the needs of the individual to meet Functional Business plan Individual training matrix reports and call monitoring reports, both side by side and remote, maintained and shared with the team leaders Produce regular reports on training delivered, including course title, number of training days and number of participants included, these reports to be produced on a monthly basis with a rolling annual report Monthly/Quarterly presentation to be arranged on current training business requirements, this presentation to include Customer Relations managers and team leaders 4 of 6

5 Person specification Qualifications and experience Essential NVQ3 or equivalent Experience in a customer service environment which includes handling customer contacts in a complex product environment Experience in delivering training Desirable Experience of designing and delivering training in a contact centre environment Recognised training/coaching qualification e.g. CIPD or a commitment to achieve a suitable training qualification Knowledge and skills Excellent communication skills both written and verbal Analytical skills for requirement definition. Business focused attitude a passion for supporting others in delivering excellent customer service Evidence of good planning and time management skills. Coaching and mentoring skills Evidence of good negotiation, influencing and presentation skills IT/SAP system knowledge and experience Adobe Captivate version 5.5 Panopto Learning Management Systems 5 of 6

6 City & Guilds competencies for all staff Commercial This means seeking to understand the nature of our business and knowing your part in it. Professionalism This means acting in a professional way with colleagues and customers, and having a positive mind-set and being resilient. Customer Focus This means delivering excellent customer service, effectively supporting internal and external customers and keeping the customer at the heart of all we do. Challenge This means being open to challenge and constructively challenging others and asking questions. Problem Solving & Decision Making This means taking ownership for problems and decisions, having a solution focused mindset and making things happen. Performance This means delivering, being proactive and going the extra mile. Accountability & Ownership This means taking ownership & accountability for your actions, and delivery to a high standard. Partnership This means acting as one team for the good of the organisation, and effective cross functional working to get the job done. Adaptability & Change This means having a flexible attitude, being open minded and supportive of and responsive to change. Capability Building for Line Managers only This means managing performance and developing the skills and behaviours needed within teams to deliver our objectives. 6 of 6