Job Description
Key Job Activities:
Delivery of company Induction program to all new team members joining the customer experience teams.
Create training programmes for new and existing employees.
Maintain up to date training documents, keeping relevant with process changes and in line with company branding.
Review current customer service processes and collaborate with management to decide how existing processes could be improved.
Onboarding new team members.
Oversee the successful running of a ‘grad bay’ throughout an inductees first 3 months in the department, then ensure a smooth handover to their relevant Line Manager.
Create proof of learning exercises to gauge the effectiveness of programs, measuring outcomes and any necessary remediation.
Conduct role-playing activities to develop interpersonal skills (e.g., negotiation, teamwork and conflict management).
Collaborate with management to discuss and implement various training methods and matrixes.
Assessing staff and department performance to identify skill/knowledge gaps.
Maintain records of professional competence for all team members.
Demonstrate a keen sense of customer satisfaction for internal stakeholders.
Organise and conduct refresher training when needed.
Strive to improve the companies’ level of customer service in line with service delivery agreements and KPIs.
Collaborating with Subject Matter Experts.