Customer Service Trainer
COVID 19: L&Q have a dedicated pandemic response team reacting to the current situation. The safety of our staff and our candidates is of the utmost importance. Every effort will be taken to ensure that safe ways of working are adopted throughout the Recruitment and Selection process. We are introducing extra precautions in line with UK Government Guidelines. Our recruitment processes will follow social distancing and COVID-19 Safe requirements. This will include the use of various technologies to support the interview process. Should candidates have any questions regarding this, or if you require additional support please let us know at the interview planning stage.
Customer Service Trainer Role Profile.docx
We have an exciting opportunity for a Customer Service Trainer to improve the knowledge and skills of our Customer Service Centre. You will do this by creating and delivering exciting and interesting training to new and existing staff. This training will range from a comprehensive induction for new starters to upskilling existing staff on new ways of working and across multi channels. We are looking for a passionate candidate to deliver an all-inclusive and holistic Customer Service Training package covering systems, technical process and soft skills.
You will work closely with the Customer Service Support Manager and Customer Service Support Team to identify gaps in knowledge and respond with coaching support. You will be required to create and deliver training programmes to new and existing members of the customer service centre to improve knowledge and skills. Organisation and facilitation of recruitment assessment centres and set up of all new starters will be required. Regular review, improvement and updates of training materials for classroom and online delivery. The recruitment assessment process and reference guides will also fall under the remit of this role.
The successful applicant must demonstrate the ability to deliver housing sector and technical training. An experienced people manager with the ability to lead and motivate others is essential. Proven verbal and written communications skills and able to develop and influence relationships in a one-to-one or classroom environment and where needed through online delivery.
If you are invited to an online interview, you will be asked to deliver a 10 minute presentation on ‘ideas to keep training clear, informative, engaging and up to date’ and a 10 minute ‘micro teach lesson to include your lesson plan on any subject of your choice’. You can include: a video presentation or PowerPoint. You will need Microsoft Teams to participate.
Previous Applicants Need Not Apply
At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.
In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, Benenden Healthcare, an employee assistance programme and non-contributory life assurance.
We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.
We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.
We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.