Location
Epsom
Salary £32000 - £35000 TypePermanent WorkplaceOn-Site Ref87646
Recruiter Managing This Role
Our client, ahighly professional Financial Services organisation, are seeking a T&C Specialist role to join their growing team. This important role is central to the ongoing development of our clients Customer Service functions, covering several teams.
In working with a number of key stakeholders, your main responsibilities will include:
1. Design, implement and oversee T&C across customer facing teams which defines and documents/evidence ongoing competency levels.
2. Design, implement and oversee a structured approach for initial (induction) and ongoing T&C performance monitoring, assessments and individual action plans
3. Conduct Learning Needs Analysis to identify competency gaps (through complaints data, knowledge retention tool results, call reviews, feedback) and recommend learning solutions.
4. Curate and/or design learning material/solutions meeting learning objectives & learner needs.
5. Develop line managers, supervisors and trainers to enhance their coaching and competency assessment/supervision skills
6. Use data to evaluate learning, identify trends and highlight areas for improvement
7. Support and embed central Learning & Development initiatives and a culture of continuous learning into the customer facing teams
Skills / Experience Required: For this T&C Specialist role you must have proven T&C experience within Financial Services, Banking, Insurance or another regulated industry. You should be able to conduct training needs analysis, design & deliver and evaluate training. Ideally this experience will have been within a customer service/call centre environment.
Additional Information: Salary for the T&C Specialist role is to £35,000 + company bonus, pension to 16%, free parking, study support, life & health benefits. A lovely working environment, a progressive business with a track record of training and developing people.