Date September 2015 Job Title Product Job Grade Professional Location London Department Training Reports to job title Head of Operational Delivery Job purpose (A concise statement of why the job exists and its key purpose) Delivery of standard and / or tailored training to Clients who leverage the products that are delivered by Reapit. Ensuring that clients are able to maximise their investment in the RPS product, through effective and appropriate use of the functionality. Acting as a representative of Reapit through active demonstration of our values and culture, client first mentality. The s are a fundamental part of how we deliver service to clients at the highest level. They work as a part of a greater Service Delivery team of Account Management and Support whose prime focus is the client and ensuring they receive a fantastic service. Organisational chart Reapit Ltd Version 1.0 Page 1 of 6
Resources s will work within a team, working closely with the two Senior roles (Content and Operations). Key responsibilities and accountabilities WHAT IS DONE? Delivery of defined Training courses, to agreed content and quality expectations defined by Head of Content. Delivery of training in a number of mediums and format (Live Face to Face, Webinar, Voice, recorded material, documentation) Provide On the Ground feedback and Mood Music to Reapit Service Delivery Stakeholders in an affective, constructive and objective manner Continually review, be conversant, understand and apply new elements of functionality released to the RPS product Ensure Health & Safety of Clients when attending training sessions, hosted by Reapit ensuring that Safety procedures, drills are understood and that legal requirements are observed Review specific Client Data / environment to identify and focus Learning Needs assessment liaising with key stakeholders (Account Management, Support, Projects) WHY? Clients expect a consistency of approach, content and quality. Significant effort is put into the Training material, so key that s deliver to this, so they are on message and deliver effectively As the business grows and the demands of the Client grows, new mediums of delivery will be explored and it is key that all s are comfortable & competent in any training environment s have unrivalled mass contact with clients and will often identify or pick up on things, which if fed back and managed correctly are positive to both Client / Reapit or can allow preemptive action to an issue before it becomes a Crisis The RPS product evolves regularly, fundamental that the s are aware of these changes so they can be seen as Experts when talking with Clients Ensure that Reapit is not exposed to any legal claims also, common courtesy would dictate this is done RPS is used differently by clients and each client will have their own strengths / weaknesses. Reviewing client data, talking to internal Stakeholders prepares the trainers, so they can refine their delivery, ultimately leading to greater Reapit Ltd Version 1.0 Page 2 of 6
trainee engagement Be aware and aligned with organisations Standard, processes and procedures with regards to Service Delivery Research and review Estate Agency publications, marketing and press activity Identify and propose enhancement to Training, using Client feedback and own professional judgement of what is working and what requires improvement To ensure that messages provided to Clients are in line with how the Reapit organisation delivers. This avoid mixed messages being presented to clients ie we talk as One Knowledge of the Agency business is critical. It allows the to have empathy through knowledge / awareness, but also gain credibility and trust through expertly aligning queries, questions with RPS best practice, Industry best practice Continual improvement is key to ensuring content and approach do not become stagnant active engagement with clients, provides invaluable insight for the Head of Content Key performance indicators (Main measurable performance outputs of the job which will demonstrate if the results have been achieved) Process Specific : Customer Satisfaction / NPS Feedback this will be a combination of Team and Personal based where appropriate Utilisation Rate : Time spend actually delivering training to Clients Cross Functional Course Delivery : Target for all s to be able to deliver all levels of training. At the foundation level and intermediary level, expectation that s can be allocated to any course Industry and Professional research Reapit Ltd Version 1.0 Page 3 of 6
Competency profile List of 3-4 key competencies that are required for the role (from the competency library) Customer Focus Definition: Identifies, understands and meets customer expectations both internally and externally. Personally Takes care of customer Clarifies customer needs and assumes personal responsibility for fulfilling them Takes action beyond normal expectations and add value to the client (customer) Gathers customer data and gains insight into customer needs, matching them to available or customised products or services Is a champion of the customer Sharing Knowledge & Expertise Definition: Drives business performance by developing and contributing specific technical or professional knowledge, skills and experience. Demonstrates a professional attitude Expert Is recognised as an expert in his or her own discipline Uses his or her own expert knowledge to improve processes and results Takes established practice or ideas used elsewhere with successful results and adapts them to meet the needs of the Company Seeks to engage in new, challenging tasks, even when there is a risk of failure Constantly strives to generate new ways to analyse issues and shares knowledge with others. Reapit Ltd Version 1.0 Page 4 of 6
Team Working Definition: Is committed to working collaboratively to achieve business goals, building cohesiveness and identity within a work group, and valuing individual perspectives and contributors Builds and promoted collaboration Understands team member s abilities and contributions and uses them well Supports collective efforts to resolve problems and promote effectiveness of a team Builds personal networks, gathering and developing knowledge that will benefit the team Works constructively with others and where necessary works through conflict to achieve success Included others in the search for solutions to problems and asks for their opinion Delivers Results Definition: Delivers bottom line results through bold, decisive actions, working through risks and uncertainty to create opportunity. Continually raises standards and promotes entrepreneurial behaviour Defines and established Challenging Goals Interprets key business priorities for themselves and others (value drivers) and plans the efficient use of resources to achieve results Determines and clearly communicates performance standards and outcomes Motivates others to take initiatives and ensure that actions deliver results Plans the efficient use of resources to achieve results Personal Specification Knowledge & Qualifications: Knowledge of the Estate Agency business (Sales, Letting, Property Management) Knowledge of E-Learning platforms and how to engage / leverage Formal Training qualifications and / or awareness on delivering training to large audiences Ability to build and maintain relationships with clients and team members Excellent communication skills both written and verbal Reapit Ltd Version 1.0 Page 5 of 6
The ability to work independently, establish priorities, implement and execute plans Self-sufficient but understand the benefits of working as part of a cross functional team Strong organizational skills; able to handle multi-project Experience: Previous experience delivering structured class training is essential, with experience in delivering online training a plus. Ability to understand a client s business processes and communicate changes. Able to demonstrate an understanding of technical information, with the ability to convey this information to both a technical and non-technical audience. Strong knowledge of software services and solutions. Ability to work independently and autonomously. Experience in the software and/or Estate Agency sector with a focus on training of software solutions Personal qualities: Positive outlook, professional demeanour and deportment are very important Reapit are the best in the business. The business is growing rapidly and as such, is changing. Individuals must be open and embrace change and relish working in a fast passed and pressured environment. Flexibility to work from home, Reapit locations and Client locations across the UK. Reapit Ltd Version 1.0 Page 6 of 6