Training Team Manager

£35000 - £43000 per annum
Basildon
Essex
Permanent
EE (Everything Else)
BH-3591-TCST
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

Are you a creative and inspirational Training Manager seeking a new, highly rewarding opportunity?
Would you like to lead a team of trainers, Team Leaders, and SME’s to consistently deliver engaging training sessions?

CCP are pleased to be supporting a multinational provider of investment and financial services with the appointment of a Training Team Manager for their large contact centre. This is a full-time opportunity starting as soon as possible, they can offer a hybrid and flexible working arrangement to be discussed during the interview stages. The office is located in South West Essex which is easily commutable from parts of London by car and public transport, with plenty of parking on site for staff.

The successful Training Manager will support the development of new and existing staff by overseeing the design and delivery of all Contact Centre technical, regulatory and systems training. You will motivate, coach, and develop a team of Team Leaders and Subject Matter Experts to confidently exceed business targets and maintain a culture of pride, commitment, and dedication. Industry knowledge would be advantageous, but the focus is to find a devoted Training Manager who can reduce costs, mitigate risk, and enhance the Customer and Agent Experience.

Duties:

  • Maximise business opportunities by building and developing Customer and Client relationships.
  • Research, evaluate and analyse trends and feedback, creating a culture of continuous improvement and sharing best practice.
  • Complete monthly 121’s with Team Leaders and SME.
  • Drive their team’s development through observations and coaching and identifying successors for the future.
  • Review daily MI including quality dashboard and trend analysis.
  • Supporting the recruitment process.
  • Assist in the planning and implementation of agreed process changes and initiatives.
  • Conduct training needs analysis (TNA) with the Contact Centre to fully understand the training requirement.
  • Following TNA, design new technical training that uses a range of learning styles.
  • Implement the Verint E-Learning tool into Contact Centre training.
Requirements:
  • Regulatory – exercise due care and diligence; uphold responsibilities for risk and business continuity; comply with regulatory regimes with consideration given to Client Asset, Data Protection and Financial Crime Prevention regulations.
  • Quality – be quality driven aiming for 100% accuracy and timeliness of delivery; effectively plan the way services are delivered; continuously review processes and practices and act as a catalyst for change and improvement; communicate and promote company values which reinforce and support consistent quality culture.
  • People Management – communicate openly and honestly with their team; be fair and consistent; be accountable for your own actions and action of the team; support the team’s growth and champion professional development.
 To be considered for this role, candidates MUST be:
  • Competent in all areas of the training cycle – TNA, Design, Delivery and Evaluation.
  • Experience in people management.
  • Experienced at creating E-Learning and classroom-based training material.
  • Able to communicate effectively with a wide variety of stakeholders.
  • Able to manage own workload.
  • Proficient in Word, Excel, PowerPoint, and Outlook.
  • Flexible to work across UK office locations on occasion.
  • Knowledge of financial industry (desirable).
 The package their Customer Service Advisors receive:
  • Competitive holiday allowance.
  • A hybrid working model once training has been completed.
  • Discounts across various shops and restaurants.
  • Smart casual, dress down policy.
  • Potential for internal progression and funded qualifications.
  • Competitive life insurance.
  • Pension scheme.
  • Free car parking.
  • Access to a modern canteen and coffee shop.
 Apply today to be considered for this exciting role as a Training Team Manager. Contact Tim Campion on 0208 989 7779 or email tim@ccprecruitment.com for more information.

 IMPORTANT: Due to the nature of the role a full credit check, DBS and references covering 5 years will be completed for successful candidates.

CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

 

 

Can't find the job you're looking for, send us your info and we will review your options?

(Permitted file size is 5Mb and file types are: doc, docx, txt, pdf, rtf, xls)

Attach CV*