Main activities • Assisting in the development of internal training courses in line with ongoing needs identified with management. • Conducting regular training sessions to ensure staff competence both in the controlled classroom-type environment and also in relation to the workplace. • Maintaining up-to-date records of training activities. • Assisting in identifying performance problem areas and recommending various training methods and development to improve performance. • Modifying training courses often using audio-visual training techniques. • Monitoring the effectiveness of training programmes to ensure requirements are being met.
Key skills • Organisational and communication skills. • Experience in developing training material and programmes and procedural documentation. • Training facilitation. • Appreciation of different learning styles.
Internal contacts Sales and Marketing, Customer Service, Client Services, HR.
External contacts Educational and training institutes, training consultancies.
Typical experience 2-5+ years of training experience with relevant qualifications (certificate or diploma). Previous experience as a Contact Centre Officer/Customer Service Representative.