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| Job Title: SERVICE & SALES TRAINER |
| Description |
| Service and Sales Trainer
With over 10,000 employees and sales in excess of 1.9 billion we are a leading heating technology company in Europe. Our product brands are represented worldwide in over 100 countries. In the UK the brands Vaillant, Glow-worm and Saunier Duval have their own strong and clearly differentiated brand identities and positions.
A vacancy exists in our Group Service After Sales Department for a Service and Sales Trainer, based in Belper, Derbyshire.
This is an important role in which the successful candidate will be required to support and drive the Group Service Call Centre to World Class status, through the design and delivery of training activities for Staff and Team Leaders.
Key responsibilities will include:
Design and deliver a modular training solution to meet the business needs; from new staff induction to bespoke training courses for the ongoing development of Call Centre staff and Team Leaders.
Provide ad-hoc coaching support to the Inbound Manager and Planning Manager to develop employee capability and drive results.
Support the Management and Team Leader team in the evaluation of the customer experience.
Produce and maintain training manuals and associated coaching materials.
Establish and maintain relationships with external training providers.
Conduct regular TNAs, results analysis and deliver corrective training/coaching based on findings.
Develop and support assessment centre activities to achieve recruitment targets.
Specific Key Objectives:
To ensure that Call centre performance is measured and the appropriate KPIs performance is presented each month.
Identify and highlight opportunities to improve our service to customers.
Regularly monitor staff and identify opportunities to improve standards and implement as necessary.
Pre training benchmark and post training evaluation delivered against all activities.
You will have excellent interpersonal skills and extensive experience of the training cycle, including ongoing coaching and feedback. You will also have the ability to motivate others together with the necessary technical skills to offer an up to date and professional training service.
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| Details |
| Job Ref: |
Tr1 |
| Hours: |
Full Time |
| Location: |
Belper, Derbyshire, England |
| Working Term: |
Permanent |
| Salary: |
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