Ref
18353
Department
Operations
Location
Hybrid, Northampton
Employment type
Full-time
Salary
£24,000 - £27,000 DOE
Closing date
31/05/2022
Description

Novacroft is looking for a Senior Learning and Development Trainer to join us on a 12 month fixed term contract.

You'll be responsible for delivering exceptional training for our Contact Centre, providing the team with coaching and training to support the delivery of consistently outstanding performance, continuous improvement, and a high level of customer engagement.

Responsibilities

The successful candidate for this position will be a professional individual who has proven experience of training planning, teaching, delivery, and evaluation.

  • You'll have an understanding of what a strong customer service/contact centre advisor needs to deliver
  • You'll need to have knowledge and understanding of the Transport for London (TfL) photocard schemes and refund assurance.
  • You'll have excellent communication, presentation, and coaching skills
  • Role model behaviour and active listening skills are essential.
  • As a Senior Learning and Development Trainer for our Contact Centre, you'll be responsible for design and delivery of internal training courses and workshops for all operational team members 
  • You'll monitor the effectiveness of training and report on this on a monthly basis in key
    operational areas
  • You'll ensure an effective skills matrix is in place for all operational areas
  • You'll ensure that training is delivered in line with the overall business training strategy, by carrying out course evaluation
  • You'll be responsible for the maintenance and transparency of effective training records
  • You'll design training interventions that consider all learning styles
  • You'll maintain and evaluate training needs based on feedback from trainees and Operations team members.

Key Skills (desirable)

  • Knowledge of TfL photocard schemes
  • Knowledge and proven experience of TfL refund assurance
  • PC literate - experience of using Word and Excel
  • Experience within a similar training/contact centre role
  • Strong customer service/contact centre experience.

Benefits

We provide a range of extras to our valued team members, including:

  • Pension scheme
  • Private healthcare
  • Access to Novacroft's bespoke rewards scheme, which includes high street retailer and gym membership discounts
  • Access to our Employee Assistance Programme (EAP)
  • 23 days holiday, rising a day each year of service up to 28 days
  • Your birthday off work - in addition to your annual holiday entitlement
  • Time out for volunteering
  • To be part of a uniquely people-focused business and a supportive, sociable team.

Novacroft is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, gender.