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As a Training Lead Contractor in our Customer Service team, you'll ensure high-quality training delivery to diverse audiences.
Key skills required for this role:
* Customer Service Training
* Compliance
* Continuous Improvement
* Material Development
Important: Customer Service Training, Compliance, Continuous Improvement, Material Development
Job Description:
As a Training Lead Contractor in our Customer Service team, you'll ensure high-quality training delivery to diverse audiences. Collaborating with the Customer Service Manager, you'll oversee training initiatives, manage content, and design bespoke modules for top-tier customer service.
Responsibilities:
Training and Development:
* Own the Customer Service training content lifecycle.
* Manage new hire training, refresher courses, and specialised modules.
* Review and update existing training materials.
* Develop tailored training programs in collaboration with subject matter experts.
* Analyse data to identify service trends for improvement.
* Implement process enhancements through cross-functional collaboration.
Regulatory Compliance:
* Ensure training content complies with travel regulations and industry standards.
* Assist with regulatory audits and implement corrective actions.
Key Experience:
* Extensive background in training roles, including remote sessions.
* Desirable: Contact center experience, knowledge of overseas operations.
* Excellent communication, analytical skills, and conflict resolution abilities.
Matchtech is a STEM Recruitment Specialist, with over 35 years’ experience.
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