• Develop, prioritise and gain agreement to a rolling training plan that addresses CS organization training requirements.
• Design, development and delivery the customer service training identified within the training plan throughout the CS organisation – one to one, group and e-learning.
• Develop a methodology to measure and report upon the effectiveness of the training that is delivered.
• Collaborate with key stakeholders to establish a strategic vision and proactive approach to building high level training.
• Help reinforce a learning culture.
Skills and Experience Required
• Minimum 3 years customer service skills training experience with at least 7 years overall customer service industry experience
• Experience in the creation and implementation of customer service skills training programmes, preferably in a B2B service environment.
• Previous experience in the mobile telecom world will be of huge benefit (not essential), or the wider telecoms sector or in complex IT training.
• Self-starter, who acts independently in day to day management of the training portfolio and internal customers
• Outstanding communication and interpersonal skills.
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