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- Tasks: Train and coach customer service reps to deliver top-notch service.
- Company: Join a dynamic team in the software development industry.
- Benefits: Enjoy a full-time role with opportunities for growth and learning.
- Why this job: Make a real impact by shaping the skills of future customer service stars.
- Qualifications: Passion for teaching, strong communication skills, and experience in training preferred.
- Other info: Ideal for those looking to kickstart their career in a supportive environment.
The predicted salary is between 28800 - 43200 £ per year.
We are seeking a passionate and experienced Customer Service & Player Ops Trainer to join our dynamic team. In this role, you will play a crucial part in ensuring our customer service representatives deliver exceptional service by providing comprehensive training programs and ongoing coaching. You will be responsible for designing, developing, and delivering engaging training materials and experiences that equip our team with the skills and knowledge needed to excel in their roles.
RESPONSIBILITIES:
- Training Needs Analysis & Curriculum Development: Collaborate with the CS Training Manager, CS Management, and CS Operations to identify training needs and performance gaps. Develop and maintain a comprehensive training curriculum that aligns with business objectives and customer service best practices. Design and create engaging training materials, including presentations, handouts, e-learning modules, and interactive activities.
- Training Delivery & Facilitation: Deliver new hire onboarding programs that provide a strong foundation in customer service skills, product knowledge, and company policies. Conduct ongoing training sessions to enhance the team's knowledge, skills, and performance. Facilitate engaging and interactive training sessions that cater to diverse learning styles. Provide timely and effective training on new products, services, and company initiatives.
- Coaching & Performance Support: Provide coaching and feedback to new employees during their onboarding to support their development and success. Act upon feedback from team managers about the performance of customer service representatives to identify areas for improvement. Offer constructive feedback and guidance to enhance individual and team performance.
- Collaboration & Stakeholder Management: Partner with HR, recruitment, and team managers to ensure a seamless and effective onboarding experience for new hires. Collaborate with subject matter experts to develop and deliver specialized training content. Maintain open communication with stakeholders to address training needs and gather feedback.
- Continuous Improvement: Stay up-to-date on the latest industry trends, best practices, and training methodologies. Evaluate the effectiveness of training programs and make adjustments as needed. Contribute to the continuous improvement of training processes and materials.
PERFORMANCE MEASUREMENT:
- Feedback surveys from trainees
- Quality Assurance Checks on trainees' performance
- Timely delivery of training, testing, and coaching sessions
- 360-degree evaluation
QUALIFICATIONS:
- Skills & Experience: Proven experience in customer service & player ops training and delivery is highly desired. Experience of CRM training is also an added bonus. Excellent written and spoken English language skills. Excellent communication, interpersonal, and presentation skills. Strong instructional design and facilitation skills. Ability to create engaging and interactive training materials. Proficiency in e-learning development tools and platforms is a plus.
- Attributes: Passion for teaching and developing others. Strong interest in training development and continuous learning. Positive attitude and role model behaviour. Excellent organizational and time management skills.
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industries: Software Development
Customer Service & Player Operations Trainer employer: Patrianna Limited
Contact Detail:
Patrianna Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service & Player Operations Trainer
✨Tip Number 1
Familiarise yourself with the latest trends in customer service training. Research popular methodologies and tools that are currently being used in the industry, as this knowledge will help you stand out during interviews.
✨Tip Number 2
Network with professionals in the customer service training field. Attend relevant workshops or webinars to connect with others who can provide insights or even refer you to opportunities at StudySmarter.
✨Tip Number 3
Prepare to discuss your experience with designing engaging training materials. Think of specific examples where you've successfully developed training content that catered to different learning styles.
✨Tip Number 4
Showcase your passion for teaching during the interview process. Be ready to share stories about how you've positively impacted others' learning experiences, as this aligns with our values at StudySmarter.
We think you need these skills to ace Customer Service & Player Operations Trainer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and training. Use specific examples that demonstrate your ability to design and deliver training programmes, as well as any experience with CRM systems.
Craft a Compelling Cover Letter: In your cover letter, express your passion for training and development. Mention how your skills align with the responsibilities outlined in the job description, particularly your ability to create engaging training materials and facilitate sessions.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application reflects your written and spoken English proficiency. Use clear and concise language, and consider including examples of how you've effectively communicated in previous roles.
Highlight Continuous Improvement: Demonstrate your commitment to continuous learning and improvement in your application. Mention any relevant courses, certifications, or industry trends you are familiar with that could enhance your training methodologies.
How to prepare for a job interview at Patrianna Limited
✨Showcase Your Training Experience
Be prepared to discuss your previous experience in training and development. Highlight specific examples where you've successfully designed and delivered training programmes, especially in customer service or player operations.
✨Demonstrate Your Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly and confidently. Use examples from your past experiences to illustrate how you effectively communicated complex information to diverse audiences.
✨Prepare Engaging Training Scenarios
Think of creative ways to engage trainees during your interview. You might be asked to present a mini-training session, so prepare an interactive activity or a brief presentation that showcases your instructional design skills.
✨Research the Company Culture
Understanding the company’s values and culture can help you tailor your responses. Familiarise yourself with their approach to customer service and training, and be ready to discuss how your personal values align with theirs.
