About my Client

They are a fast-growing domestic energy supplier. They supply energy to over 300,000 customers nationwide and are recruiting to ensure they are supported in the best way possible. Their continuous expansion provides for genuine career opportunities.

Job Summary

They are looking for a Customer Service Trainer to define and deliver the training needs of our Call Centre function. The successful applicant will be responsible for the design, development, delivery and assessment of our customer service training and coaching programme.

You will be involved in the induction training for new employees and ongoing supervision of existing employees, ensuring they can deliver a high quality customer journey which meets all service and quality standards.

You will need to demonstrate a successful track record of delivering excellent customer service and provide guidance to customer service employees on the process of handling enquiries.

This role will suit an articulate individual, who is well organised, has experience of working within the Energy Industry and supervisory or training experience, making you confident in the delivery of your training material. 

Key Responsibilities Customer Service Trainer

• Research, propose, design and maintain engaging training workshops to increase employee skill and confidence
• Maintain a library of training materials and training records ensuring they are constantly updated
• Engage with the Quality Team to identify training gaps
• Assist Training Manager to resolve all training requirements for various customer operations
• Assist with the induction and coaching during colleagues probationary period
• Liaise with Team Managers following 1-1 reviews to identify training needs
• In conjunction with the Training Manager, create an annual training plan
• Create a range of individual training, coaching and monitoring techniques to suit differing needs
• Abide by all regulatory and compliance requirements in carrying out the requirements of the role

Skills and experience required

• Experience in writing and delivering classroom based training
• Experience within the Energy Industry, specifically dealing with credit meters
• Strong communication skills across all levels
• Excellent written skills
• Good knowledge of Microsoft standard packages – Word, Excel and PowerPoint
• Highly motivated with the ability to motivate others
• Ability to report to senior managers

My client prides themselves not only in the way we treat our customers but also our employees. So, on top of a competitive salary, our employees will enjoy a holiday entitlement which increases with their length of service, enrolment in to a Company pension plan with a generous employer contribution and the option to join a childcare voucher scheme. 

They also offer discounted membership to a local gym as well as access to a discount website which provides hundreds of offers on major high street brands, restaurants, holiday companies and many more. They offer free onsite parking and close to excellent rail networks.