Job summary

As a Training Lead Contractor in our Customer Service team, you'll ensure high-quality training delivery to diverse audiences.

Key skills required for this role

Customer Service Training - Compliance - Continuous Improvement - Material Development

Important

Customer Service Training - Compliance - Continuous Improvement - Material Development

Job description

Training Lead

Job Description:

As a Training Lead Contractor in our Customer Service team, you'll ensure high-quality training delivery to diverse audiences. Collaborating with the Customer Service Manager, you'll oversee training initiatives, manage content, and design bespoke modules for top-tier customer service.

Responsibilities:

Training and Development:

- Own the Customer Service training content lifecycle.

- Manage new hire training, refresher courses, and specialised modules.

- Review and update existing training materials.

- Develop tailored training programs in collaboration with subject matter experts.

Continuous Improvement:

- Analyse data to identify service trends for improvement.

- Implement process enhancements through cross-functional collaboration.

Regulatory Compliance:

- Ensure training content complies with travel regulations and industry standards.

- Assist with regulatory audits and implement corrective actions.

Key Experience:

- Substantial customer service experience.

- Extensive background in training roles, including remote sessions.

- Desirable: Contact center experience, knowledge of overseas operations.

- Strong judgment, commercial acumen, stakeholder management.

- Excellent communication, analytical skills, and conflict resolution abilities.