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About the role:
This newly created role is designed to equip our Customer Service Advisors (CSAs) with the skills and knowledge needed to excel in their roles.
As a hands-on position, you will utilize your training design and delivery experience to develop and enhance content, embedding learning and development initiatives for CSAs to become fully competent in entry-level roles and advance into multiskilled, Senior CSA, and team leader positions.
Reporting to the Talent Development Business Partner with a dotted line to the Customer Services Manager, you will be part of the Customer Services team, gaining access to specialist knowledge.
In collaboration with the Learning team, your responsibility will be to ensure all customer service team members have the necessary skills and knowledge to deliver exceptional customer experiences through designing and delivering suitable training programs. These include induction training, mentoring new team members, cross-training existing colleagues across contact centre disciplines, and working with colleagues across the business to develop technical knowledge training. You will regularly evaluate and measure the effectiveness of induction, learning, and coaching, driving continuous improvements in employee, colleague, and customer experiences.
As a key member of the Customer Service Management Team, you will support the development and continuous improvement of the contact centre to deliver outstanding customer experiences.
About you:
We are looking for someone passionate about customer service and training others, with an understanding of customer needs and empathy, as well as the ability to signpost and resolve issues within a contact centre environment. Ideally, you will have a background in call centre or customer service training.
Our ideal candidate will have:
- Experience in designing and delivering learning programs.
- Experience in face-to-face, virtual, and digital learning design.
- Experience in learning evaluation using models like Kirkpatrick to assess ROI at various levels.
- Strong attention to detail and organizational skills, capable of managing multiple tasks/projects simultaneously.
- Ability to thrive in a fast-paced environment.
- Excellent verbal and written communication skills, adaptable to various situations and audiences.
- Strong presentation and facilitation skills.
- Negotiation and influencing skills to achieve desired outcomes.
- Proficiency in IT systems, including Microsoft Office applications.
This is a great opportunity to join a high-performing, specialized team at a time when your contributions can significantly impact our business\'s future success.
Benefits:
We offer a comprehensive range of benefits, including:
- 25 days holiday (30 days for Head of roles) plus three days between Christmas and New Year.
- Pension scheme with employer contributions of 7.5% or 9.5% depending on your contribution rate.
- Health cash plan worth over £1,000 per year, covering dental, optical, prescriptions, flu jabs, and more.
- Paid volunteering days.
- Modern offices with free parking and electric vehicle charging points.
Application process:
We welcome applications from all community sections. Shortlisting will be based on the essential and desirable criteria outlined in the person specification and any mandatory questions.
Applications are reviewed as received, and interviews may be scheduled at any time. We reserve the right to close the role early if a suitable candidate is found.
We are a Disability Confident Employer and welcome requests for reasonable adjustments at any recruitment stage. Please contact our Recruitment team for assistance.
For the full job description and person specification, please see the attachment at the bottom of this page. For queries about this vacancy, please email us, and we will respond promptly.
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Trainer in High Wycombe
✨Connect with Local Educational Institutions
Get involved with universities and colleges in your area, especially those that offer adult continuing education programmes. Attend open days or even guest lectures to network with faculty members and find out about potential job openings before they even get advertised.
✨Leverage Professional Education Networks
Join professional networks focused on adult education, such as the Adult Learning Australia or the International Society for Technology in Education. These communities often have job boards or can point you towards opportunities at places like Paradigm Housing just waiting for the right candidate!
✨Showcase Your Passion for Lifelong Learning
In your interviews, share your own experiences and thoughts on lifelong learning. Highlight any courses or workshops you've taken recently to demonstrate your commitment to personal development and the importance of education. This is a big plus for roles in this field!
✨Apply Through Our Website
Don't forget to check out our careers page at Paradigm Housing. Applying directly through our website not only makes your application stand out but also shows you're genuinely interested in joining us. We love seeing candidates who take that extra step.
Some tips for your application 🫡
Highlight Your Experience in Education:When crafting your CV for the Customer Service Trainer role, make sure to emphasise any relevant experience in adult or continuing education. This could be teaching credentials, training sessions you've facilitated, or programmes you’ve developed. The more specific you can be about your contributions and outcomes, the better!
Showcase Your Interpersonal Skills:In the adult continuing education sector, strong communication and interpersonal skills are key. Use your cover letter to share specific examples of how you’ve worked with diverse groups or handled different learning styles. Let us see how you've engaged learners—you’re selling your teaching style here!
Connect Your Passion to Our Mission:At Paradigm Housing, we value candidates who resonate with our mission to empower lifelong learners. Make sure your cover letter reflects your passion for adult education and your alignment with our goals. A genuine connection can really make your application stand out!
Keep it Professional Yet Personable:While it’s important to maintain professionalism in your application, don’t be afraid to let your personality shine through. We’re looking for someone who can connect with our learners, so a friendly, approachable tone can help convey that vibe in your written materials. Apply through our website and let us see the real you!
How to prepare for a job interview at Paradigm Housing
✨Showcase Your Passion for Lifelong Learning
When interviewing for a role in adult continuing education at Paradigm Housing, it's super important to highlight your passion for lifelong learning. Share personal anecdotes or experiences that demonstrate your commitment to education and how you've fostered a love for learning in others – this is something hiring managers love to see!
✨Prepare for Adult Education Methodologies
Be ready to dive into your knowledge of andragogy and educational theories during the interview. Expect questions about how you would adapt your teaching styles for adult learners – think about specific strategies you’ve used in the past and be prepared to discuss how they positively impacted your students.
✨Discuss Your Experience with Diverse Learners
At Paradigm Housing, you’ll likely encounter a diverse range of adult learners, so don’t shy away from discussing your experience with different demographics. Be prepared to share your successes in engaging learners from varied backgrounds, and how your approach has adapted to meet their unique needs.
✨Demonstrate Your Ability to Collaborate
Given that this is a full-time role, teamwork will be essential. Be ready to talk about your experiences working in collaborative settings, whether it be with fellow educators, administrators, or community partners. Highlight specific projects where your collaborative efforts contributed to successful educational outcomes.
