The Vacancy
Training Officer (Utilities) – Llanelli, SA14
Salary: Negotiable, dependent upon experience
Bonus: Up to 10% of annual salary
Holidays: 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 become part of a friendly team that recognises and rewards high performance with 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’ll provide clear and concise direction, support and guidance to the teams through effective coaching, leadership and setting of SMART objectives.
You must be able to 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 with a focus on soft skills and technical systems expertise.
* Support the continuous development of experienced advisors and upskill and refresh skills where necessary.
* Proactively monitor new joiner team(s) performance against KPIs and client requirements and adjust individual or group support accordingly.
* Challenge current ways of working, processes and procedures, identifying and implementing approved improvements to enhance customer and new joiner experiences and/or improve operational efficiency.
* 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 and deliver fair outcomes for our customers.
* Act as a role model and lead by example, advocating Sonex Financial behaviours and values, encouraging the team to work at the same standard.
* Maintain own mandatory training, product knowledge testing and annual attestation requirements alongside assistance to the Learning and Development team with new starters.
* Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner.
* Support and cover for a team leader as required.
* Work collaboratively with leaders and peers to plan, manage and optimise team capacity, deployment and activities to ensure we meet customer demand.
* Support Manager and peers, helping to embed change and best practices across the team.
* Create an inclusive and caring environment where all advisors feel welcomed, valued and able to contribute as individuals. Ensure everyone values differences and treats both colleagues and customers as individuals.
What you’ll need
* Experience of delivering formalised accredited training and ideally invigilating exams in closed book environments
* Experience of designing content in PowerPoint and digital e-learning platforms
* Working within a regulated environment ideally within Utilities and/or business process outsourcing model (BPO)/client servicing.
* 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 organisational, 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 effectively 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. These are customers who find themselves in arrears and missed payments. We work in partnership with our clients to provide a specialist and bespoke collections service to the most vulnerable customers.
The aim of this partnership is to identify customers in vulnerable situations as early as possible, providing support and resolution wherever possible. We provide a bespoke service unparalleled in the industry, helping the most vulnerable in society to get back on track and prevent them from potentially worsening their financial situation.
We’re committed to equality, diversity, and inclusion so we’ll collect your 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, who’ve proudly achieved GOLD awards from both Investors in People and Investor in Customers for several years in succession!
Sonex is an award-winning Customer Management company, recognised for doing things differently and being the specialist in our sector.
We partner with a number of the big energy and utility providers, helping their customers experiencing financial and vulnerability, find the right solution based on their personal circumstances.
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