Job Description
The Vacancy
Training Officer (Utilities) Llanelli, SA14
Salary: Negotiable, dependent upon experience
Bonus: Up to 10% of annual salary
Holiday: 33 days (including public holidays) rising to 36 with service
Competitive benefits:
* Internal recognition schemes with financial award
* Reward Hub - Employee discount and well-being scheme
* Free onsite parking
* Work-based pension
* Summer and Christmas Parties
* Work social events
* Refer a Friend Scheme up to £1,000 for each successful referral
* Great training, lots of support, and career progression opportunities
Are you looking for an opportunity to work in a rapidly growing, award-winning company with a focus on customer service excellence?
Your new role
As the Training Officer, you will be responsible for delivering our Academy/Grad Bay training program to all new employees and coaching our existing Customer Service advisors to achieve optimum performance levels and deliver KPI targets focused on quality metrics. You will provide clear and concise direction, support, and guidance to the teams through effective coaching, leadership, and setting of SMART objectives.
You must demonstrate a proven track record of training/coaching ideally within a contact centre environment using a range of coaching styles and training methods.
What you’ll be doing:
* Develop and coach new advisors to deliver fair customer outcomes through classroom-oriented training and side-by-side coaching focusing on soft skills and technical systems expertise.
* Support the continuous development of experienced advisors and refresh skills where necessary.
* Proactively monitor new joiner team(s) performance against KPIs and client requirements and adjust support accordingly.
* Challenge current ways of working, processes, and procedures, identifying and implementing approved improvements to enhance customer and new joiner experiences.
* Champion clear communication by cascading company messages to advisors, checking for understanding, and actively providing feedback to the customer service manager.
* Ensure individuals and teams comply with all applicable policies, procedures, and role competency requirements.
* Act as a role model and advocate of Sonex Financial behaviours and values.
* Maintain own mandatory training, product knowledge testing, and assist the Learning and Development team with new starters.
* Build effective relationships with other teams and departments, communicating all information clearly and in a timely manner.
* Support and cover for a team leader as required.
* Work collaboratively with leaders and peers to manage and optimize team capacity and activities.
* Create an inclusive and caring environment where all advisors feel welcomed and valued.
What you’ll need:
* Experience of delivering formalized accredited training and ideally invigilating exams in closed book environments.
* Experience of designing content in PowerPoint and digital e-learning platforms.
* Experience working within a regulated environment, ideally within Utilities and/or business process outsourcing model (BPO).
* Strong verbal, written, and presentation communication skills.
* At least 18 months in a training role within a similar environment.
* Computer literate with knowledge of Excel, Word, and Outlook.
* Good organizational, time management, and detail-oriented skills.
* Ability to work under time constraints and meet deadlines.
* Ability to develop employees through motivation, leadership, coaching, and training.
* Capable of training multiple systems for different campaigns.
* Ability to work with a variety of people from diverse backgrounds.
* Problem-solving and decision-making skills.
* Ability to make fair, consistent, and objective judgments.
* Ability to work under pressure.
Who are we?
Sonex Financial is part of the Lantern group and is an award-winning debt servicing customer management company that provides industry-leading customer service to vulnerable customers on behalf of their clients.
We work in partnership with our clients to provide a specialist and bespoke collections service to the most vulnerable customers.
We are committed to equality, diversity, and inclusion, and collect data for monitoring purposes.
All offers of employment will be subject to satisfactory background checks, including but not limited to; employment references, a DBS (basic), and a credit file search.
The Company
Sonex Financial is part of the Lantern Group, which has proudly achieved GOLD awards from both Investors in People and Investor in Customers for several years!
We partner with several major energy and utility providers, helping their customers experiencing financial vulnerability find the right solutions based on their personal circumstances.
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