Training and Onboarding Advisor in Leeds

ACCOUNTABLE FOR: All training and 2nd line support resolution for Virtual College subscription customers.

TEAM RESPONSIBILITIES: As above.

The Overall Aim of the Role is to: Support colleagues and customers by providing effective and proactive support, including the onboarding and training of customers. The post holder will be required to work flexibly, in a dynamic environment. It may be necessary to assist, or cover for, other staff whenever operational needs arise.

Key Accountabilities and Responsibilities:

• Providing second line support.
• Onboarding new customers from scoping through to the delivery of training via the agreed method.
• Responsible for creating and delivering all training and implementation sessions for new Virtual College customers.
• Offboarding customers who choose not to renew with Virtual College.
• Working closely with Business Development Managers to ensure customer satisfaction.
• Supporting on business improvement projects across Virtual College.
• Being the go-to person for 1st line support administration if a complex support issue needs to be escalated to the technical team.
• Proactively liaising with internal teams (the Technical Team, for example) to ensure that issues are resolved effectively and efficiently.
• Identifying opportunities for improvements in admin processes.
• Working within agreed service level agreements (SLAs) and processes to deliver a positive experience.
• Working as a team to minimise and reduce the number of support queries received.
• Working with colleagues to standardise and develop processes to aid in effective service implementation and delivery.
• Supporting Virtual College in order to evolve and develop a modern 24/7 support service through independent self-serve options.
• Developing and maintaining the knowledge required to be an expert in the use of the products and services provided by the organisation.
• Logging and reporting customer views and inputs on product refinements and developments.
• Having knowledge of, and can appropriately cross-promote all VC products/services.
• Takes personal responsibility for the completion of all tasks ‘owned’ by or delegated into the team.
• In line with absences and annual leave, as well as periods with increased workloads, you will be required to assist the 1st line support team to meet deadlines and ensure quality standards are maintained.

Other:

• Act as a role model for the company’s core values: Collaboration and teamwork, Customer and learner focus, Innovation and creativity, Respect and integrity.

Experience and Person Profile:

Skills, Knowledge and Experience:

• Experience of collating information, materials, facts and figures.
• Evidence of the ability to build strong positive relationships both internally and externally.
• Experience of chasing up on tasks and activities delivered by others.
• Experience of desk research and preparing research reports.
• Experience of analysing and collating reporting information.
• Broad knowledge of software systems such as LMS, Content share tools, CRM.
• Ability to retain information on all our Product and Services including content catalogue.
• Highly experienced in the use of IT packages: PowerPoint, Word, Excel, Outlook, Teams, Skype for Business, Dynamics.
• Completes tasks on time and to agreed standards.
• Experience of working under pressure to meet deadlines and targets, whilst having conflicting priorities.
• Experience of managing own targets and achievement in a proactive and timely manner.

Skills:

• Efficient in approach.
• Strong verbal and written communication skills.
• Manages customer expectations and alerts to potential problems in meeting deadlines.
• Can explain complex systems/products to customers.
• Able to schedule activities and tasks to meet overall project goals.
• Able to respond to the needs of both internal and external customers in a helpful and courteous manner.
• Positive approach to problem solving. Proactive in overcoming challenges and barriers. Takes ownership of a problem and able to suggest possible solutions.
• Excellent organisational skills with the ability to prioritise and meet delivery times.

Attitude and Behaviours:

• Self-starter, able to use own initiative and be proactive.
• Takes responsibility for own actions and is able to explain actions in a clear and concise way.
• Maintains positive attitude to achieving targets and business goals.
• Empathetic – need to be able to put themselves in the customers' shoes.
• Resilient – timescales can be quite pressured.
• Good communication skills – you are the face of VC delivering this training.
• Be flexible – be positive about change as our customers often change things unexpectedly!
• Have a growth mindset – understand that we are working on Product Success and grasp the opportunity that this offers.
• Be confident and positive.
• Be an advocate for VC products and services.
• Be a team player – you will be working across lots of teams, and you need to be a proactive person who asks questions when they need to, and is tenacious about finding answers.
• To support and adhere to Netex Group Values and Behaviours – essential.