Sales and Customer Care Trainer in Charlton

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.

We have 9 distribution centres and 11 Customer Care centres who work with in 11 different languages and are available 24 / 7, 365 days a year.

The Sales and Customer Care Training team is now seeking a talented Trainer to join the team based in our offices in Charlton, South East London. Reporting to the Sales & Customer Care Training and Quality Manager.

Besides a competitive salary, we can offer you :

• Performancebonus schemes dependant on the type of role you are in
• A pension that both you and the company contribute too
• A portal with an array of discounts on things like theme park and cinema tickets
• Our famous staff discount along with exclusive staff sales
• Private healthcare for you and your family
• Flexible working
• A chance to be part of a fun and caring team that support each other

Here is a breakdown of what you’ll be doing :

• Training solutions – you will deliver in a variety of styles : classroom, workshops, coaching, facilitation, written training materials, role plays
• Professional delivery – you will deliver in a knowledgeable and confident way
• Topics – you will focus on the main areas of new starter inductions, customer care communication and inventory platforms, and service.
• Creation – you will create training solutions in response to commercial needs and in accordance with the training department strategy
• Commercial awareness – you will be aware of Customer Care KPIs and continuous evaluate the ROI of all your training initiatives
• Training opportunities – you will continuously identify and share new training ideas with CC Training Manager and Training Team
• Relationships – you will develop and maintain successful working relationships with all your key stakeholders
• Point of contact – you will be a knowledgeable ‘go to’ and able to react and respond efficiently to urgent / ad-hoc training needs
• Informed – you will use your own initiative to stay up to date with business and industry developments
• Partner – with the Customer Care Leads Team to add value and propose solutions and improvements to customer experience
• Flexibility – at times you may also need to work a flexible shift pattern to match the needs of the business, including weekends.
• International – you will be required to travel to other locations from time to time to deliver training programs

The type of person we are looking for :

• Analysis – you must be a sharp critical thinker and logical decision maker
• Meeting deadlines – you thrive under pressure and deliver using strict time management
• Communication – you are a phenomenal communicator, with engaging presentation and public speaking skills
• Creativity – you present old and new concepts in an innovative and memorable way
• Success focused – you are a creative problem solver who can overcome obstacles to achieve the end goal
• Leader by example – you have an infectious positive attitude and wholeheartedly endorse YNAP values and business priorities, applying discretion where required
• Customer champion – you always put the customer first and relentlessly encourage those around you to do the same
• Experience – you have either a training or management background and thrive on coaching and developing people to achieve their best