MATCHESFASHION started with a single shop in Wimbledon more than 30 years ago and has grown into one of the biggest global destinations in online luxury for men and women, carrying a modern edit of 650+ established and new-generation designers, delivering to over 176 countries. With offices in the UK and Hong Kong, our aspiration is to be the most personal luxury shopping site in the world. In London, our head office is based in The Shard, while our creative hub is in Here East, and 5 Carlos Place, a recently updated retail concept combining digital and physical elements, is based in Mayfair.
Reporting into the Customer Care Service Delivery Manager, this role will be responsible for the design, development, delivery and assessment of our product, service and capability training programme across our Customer Care Operation. Our Customer Care Operation is a UK Based remote working team and therefore we are looking for someone who has extensive experience of delivering remote training. You’ll be passionate about delivering an all-inclusive and holistic Customer Service Training package covering systems, technical processes and those soft skills that can help shape the MATCHESFASHION tone of voice in all our interactions with our Customers. Your success will be our Teams success in delivering great Customer Satisfaction, strong MyStylist Sales as well as our Teams own morale and motivation.
ABOUT YOU:
* You’re passionate about shaping exciting and engaging training content to help our Customer Care Team develop and hone their skills so that they can deliver successfully our Customer Commitment and Guiding Principles.
* Communication is your forte – whether it’s holding engaging team sessions in virtual learning sessions or sharing powerful feedback your strength in communication is critical. Your listening style helps you quickly identify root cause in knowledge gaps and this enables you to rapidly support our Teams with a knowledge refresher to set them up for continued success.
* You’ve got proven experience in developing Training programmes which can be evidenced through data that assess and measure the impact of each training offering on both Team and Customer satisfaction.
* You’re diligent in maintaining and keeping content fresh and relevant. You’re organised in updating Agent Knowledge Bases, Training Guides, Templates, Need to Know and other associated content.
* You’ve got experience in e-learning platforms (LMS) and developing engaging digital content. As we scale this will become even more critical to our success.
* You have success in partnering with Customer Care Operations Teams to identify individual and team skill gaps and will work with the Operations and Customer Care Service Delivery Manager to reduce these.
* You’ll work closely with our Continuous Improvement Manager. When a process changes or we roll out a new proposition, you’ll be there asking all sorts of questions to help build out training material and content that the Team will understand and that will “land” as efficiently as possible (and ahead of the proposition deployment).
* Being responsible for our 24/7 Care Training proposition you’ll be flexible with your hours to accommodate the range of shift patterns. You’ll have maturity to manage your own calendar so that work/life balance is maintained.
* You keep abreast of advancements in customer service training, particularly new technologies and methodologies, along with developments in sales and service training.
WHAT YOU WILL BE DOING:
* Creating an innovative and successful Customer Care Training programme focusing on optimising technical skills, customer service and product expertise.
* Developing Training Content that’s informative, exciting and adapted to the style of the topic and audience.
* Independently design and coordinate Customer Care Onboarding and other training sessions, including arranging pre and post-training activities, preparing materials including workbooks, facilitator materials, pre and post-training packs, stationery, IT support and any other materials to ensure smooth and seamless delivery.
* Ensuring 100% compliance against companywide compliance training and that all agents are fully aware of their responsibilities in line with legislative requirements (GDPR etc.).
* Organising engaging virtual and occasionally physical workshops – we have some great spaces as well as some handy remote working tools so lots of opportunities to get creative.
* Working alongside the Talent Acquisition and Customer Care Operations Teams to facilitate and organise our recruitment assessment centres as well as setting up of all new starters ready for their onboarding and through probation period.
* Working with Stakeholders from across the business to clarify and mitigate confusion of recurring process/knowledge gaps and updating or building out new training material.
* Working with our Real Time Analysts to build out Training time within our schedules.
* Partnering with our Buying, Brand and Content, CRM teams to ensure our Agents receive up to date material and training on product and marketing content. Ensuring our Agents receive product training as and when required.
* Undertake regular training needs analysis for all Customer Care team members, ensuring that the Customer Care Training Programme is reflective of those needs. Work closely with the People Team to ensure that any other Customer Care needs are considered as part of the wider L&D Programme.
* Work alongside the Talent Development team to ensure that central L&D initiatives are maximised within the Customer Care team and that all Customer Care Managers attend companywide management training.
* Alongside Customer Care Management, track employee performance, measure the outcomes and effectiveness of the overall training plan and recommend changes in order to ensure that all employees are progressing in accordance with company strategy and agreed learning outcomes.
* To lead by example in customer service, technical understanding and product knowledge.
Benefits include:
* 34 days’ holiday including bank holidays – and you’re free to choose when you take your bank holiday days.
* Option to buy 5 additional holiday days.
* Additional day off for your birthday.
* Hybrid working environment, with flexible working around core hours.
* Charity & learning days off.
* 50% employee discount on most brands and products in our website.
* Access to Health Cash Plan, including dental, glasses and contact lenses, physiotherapy and more.
* Centrally located HQ in The Shard, London.
About the company
Matchesfashion.com is a London-based global luxury retailer for men and women.
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