• Profile

Customer Service Trainer

Location:
Barton-upon-Humber
Department:
Customer Service
Salary Details:
Competitive Salary plus a Quarterly Bonus
About The Company
Wren Kitchens is a truly passionate, family-run business, dedicated to delivering success withour strong commitment and loyalty to customer experience. In less than ten years, we have become the UK’s largest kitchen retailer. With 78 showrooms nationwide already, we will continue major expansion in the future.

This year also saw Wren named #1 top rated retail workplace in the UK. In addition to this, The Telegraph recognised us as the fastest growing bricks and mortar retailer with annual sales of over £500m and the Sunday Times ranked us as the 12th largest privately owned company in the UK.
About The Role
Critical purpose of role:
  • To research, design, deliver and evaluate training and development solutions that focus on the achievement of delivering exceptional customer care skills
  • To provide world class and effective technical training solutions for Wren colleagues that add value and contribute to the ongoing performance and success of Wren Kitchens.
  • To contribute to the effectiveness and credibility of all training and development activities
  • To work closely with operational/line management in the research, design, delivery and evaluation of training and development in the assigned area.
  • Ensure Wren values become part of the way we treat our customers within every contact the Customer Care team make with them
Main responsibilities:
  • Identify technical training and solutions based on the call centres strategy and individual’s needs (as identified via appraisals/PDPs)
  • Research, design, deliver and evaluate technical training and development solutions to ensure that the call centre needs and standards of training are achieved.
  • Design and deliver development modules via various methods; 1-2-1 coaching, class room style training and digital learning
  • Support the Customer Care Supervisor/Team Leaders by developing and assessing employees to accurately identify skills gaps and produce training needs analysis to plan for improvements
  • Work with the Head of Training and operational management to ensure all training and development solutions support the company’s talent management and succession planning model
  • Monitor, measure and report on training and development achievements within agreed formats and timescales
  • Assess the Return on Investment (ROI) of training and development programmes, as required
  • Ensure all training activities and materials meet with relevant organisational and statutory policies including health and safety and employment legislation
  • Ensure all training materials and resources are prepared to the highest standard
  • Supporting Customer Care leadership team with raising the minimum standards of customer care service within the call centre and building active relationships to drive change
  • Complete and submit all Management and Training Administration in an accurate and timely manner
  • Maintain awareness and knowledge of changes in the call centre to refresh training and deliver new accurate methods of working
  • Communicate and share information, ideas and best practice with team colleagues on an ongoing basis
  • Is committed to developing skills, knowledge and experience through the Appraisal/Personal Development Plan process and ensures that the resulting PDP is maintained/achieved
  • Develop and maintain a good working knowledge of the Wren Kitchens business and apply this knowledge to any training and development solutions
  • Work on and contribute to company projects and initiatives as agreed with Head of Training
  • Represent the Training and Development Team at key operational or project meetings, as agreed with the Head of Training
  • Ability to work in a fast-paced environment with a hands-on approach and demonstrated ability to multi-task and think creatively
About You
Desired Skills & Knowledge:
  • 2 years of experience in a Customer Service Centre with at least 2 years in Training/Coaching
  • Excellent communication & presentation skills - both written and verbal
  • Strong IT skills
  • Understand different cultural sensitivities and their effect on training delivery
  • Self-motivated and thorough