Trainer

ROLE OVERVIEW

As an internal trainer, you will be part of a small but dedicated team, with a shared responsibility for meeting all of the internal training and development needs within a Contact Centre environment.

THE ROLE:

You will be required to plan, prepare, deliver and evaluate a range of programmes including annual legislation refresher, New Hire Induction and additional training relating to business changes and/or Departmental specific requests.

The training will be delivered in a variety of forms including classroom based sessions, 1-1s and written communications.

A key requirement of the role is the co-ordination of training and maintaining of accurate records to ensure that Service Level Agreements are met and risk is minimised through conformance with internal Governance.

You will be expected to demonstrate professionalism at all times, have excellent inter-personal and communication skills, both verbal and written, and be committed to delivering quality training within a highly demanding environment.

Training/teaching experience is essential, experience within a contact centre is desirable but demonstrable skillss will also be considered.

KEY RESPONSIBILITIES AND TASKS

- Report directly to the Training Manager and liaise effectively with Managers and colleagues alike
- Equip staff with the knowledge, skills and motivation to carry out work related tasks
- Produce training materials and resources to encourage participative learning and enhance the learner experience
- Assess learning using the most appropriate methods to check knowledge and understanding
- Collect feedback using a variety of innovative methods and prepare self- evaluations
- Assist in the research and development of additional training that will add value to the needs of the business
- Monitor and maintain training records effectively

MEASURES OF SUCCESS (Via SMART Objectives)

- Progress monitored using Smart objectives via monthly 1-1 discussions and regular team meetings
- 1st time pass rates for learners
- Quality measured via evaluation of feedback from learners and regular observations with feedback from Managers
- Regular observations with feedback from Peers

ESSENTIAL SKILLS AND EXPERIENCE

- Current/recent experience of training/teaching using participation and interaction (PTLLS desirable but not essential)
- PC literate including a working knowledge of MS Word, Excel, & PowerPoint
- Experience of using VLE (in particular Moodle)
- Excellent planning and organisational skills
- A professional attitude and business acumen
- Self motivated & accustomed to using own initiative
- Excellent verbal and written communication skills
- Team player
- Ability to make decisions within a given area of responsibility
- Contribute ideas within the culture of continual improvement
- Demonstrate a high level of commitment to continuous development for yourself & for others

DESIRABLE SKILLS AND EXPERIENCE

- Training experience within a Contact Centre environment
- Current/recent experience of developing and delivering ad-hoc training to meet business needs including Management related courses
- Current/recent experience of post training assessments