Customer Service Trainer

Position Purpose

Working as an integral member of the Customer Experience department, the role holder will be responsible for all aspects of the training and development needs of individuals and teams, onboarding new team members, the creation, preparation and delivery of training materials (presentations and supporting documents) and undertaking feedback surveys to assess the effectiveness of delivery. Working collaboratively with the department lead and Team Managers to understand and continually develop the specific training requirements.

Key Job Activities

• Delivery of company Induction program to all new team members joining the customer experience teams.
• Create training programmes for new and existing employees.
• Maintain up to date training documents, keeping relevant with process changes and in line with company branding.
• Review current customer service processes and collaborate with management to decide how existing processes could be improved.
• Onboarding new team members.
• Oversee the successful running of a 'grad bay' throughout an inductees first 3 months in the department, then ensure a smooth handover to their relevant Line Manager.
• Create proof of learning exercises to gauge the effectiveness of programs, measuring outcomes and any necessary remediation.
• Conduct role-playing activities to develop interpersonal skills (e.g., negotiation, teamwork and conflict management).
• Collaborate with management to discuss and implement various training methods and matrixes.
• Assessing staff and department performance to identify skill/knowledge gaps.
• Maintain records of professional competence for all team members.
• Demonstrate a keen sense of customer satisfaction for internal stakeholders.
• Organise and conduct refresher training when needed.
• Strive to improve the companies' level of customer service in line with service delivery agreements and KPIs.
• Collaborating with Subject Matter Experts.

Experience (EMEAA)

• Minimum 3 years' experience in a Trainer role.
• Salesforce experience would be preferable.
• Excellent interpersonal and communication skills.
• Excellent verbal and written communication skills.
• Knowledge and experience of various teaching methods and approaches.
• Experience creating content that fits the need of a diverse audience.
• Demonstrate effective time management with the ability to prioritise, plan and organise effectively.
• Have a customer focused commercial awareness.
• Ability to work deliver programs within agreed timeframes.

Disclaimer

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.