Customer Support Trainer

Birmingham | Haywards Heath | London | Full Time, Permanent

Posted: 07/07/2021
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Closing on: 30/07/2021

Job summary

This is an exciting opportunity for a Customer Service Trainer to make the role their own. They should be inspired by a fast-paced environment and the opportunity to enable the Customer Support department to provide a market leading service standard.

Reporting directly to Head of Customer Support you will be responsible in ensuring that Support staff receive fantastic training throughout their career at Bought By Many. We have multiple roles which whose scope and function will continue to develop. As their tasks and responsibilities increase it will be your responsibility to ensure they have all the training they need to succeed. In this role you will act as a link between Support, Management, and the People team.

Your key responsibilities

·       Review and develop existing on-boarding material ensuring new staff begin the career at Bought By Many in the most positive manner.

·       Strong ability to liaise with Subject Matter Experts to understand current operations currently in place.

·       Develop training materials, being confident and comfortable working a wide range of technical solutions.

·       Able to deliver training in an inclusive way, diligent of abilities and modifying approach when needed.

·       Maintain training/skills matrix and ensure its completion in accordance with regulations.

·       Reviewing QA results and reports identify individual and team skills gaps.

·       Drive on-going quality improvements by reviewing SOP and process tools ensuring quality of service remains high, while being as efficient as possible. 

·       Provide documented feedback on development of individuals in performance reviews.

·       Monitor and ensure Support staff have completed relevant compliance courses, including annual refresher courses.

How you’re measured

Here are a few of the skills we are looking for in this position. Don’t worry if you don’t tick every box as it’s important for us to support you in your role and help you to develop along the way.

·       Good understanding of creating from scratch training materials, curriculum and personal development plans.

·       In-depth knowledge of contact center SOP and regulation, comfortable delivering complex process in an accessible way.

·       Strategies of ensuring those meeting performance requirements are supported to achieve desired level. 

What you bring

Skills and personal attributes

 

·       Proven experience of delivering training in a contact centre environment.

·       Experience of creating training materials & resources using different methods.

·       Excellent communication and presentation skills.

·       Ability to manage workload effectively and changing business demands while meeting deadlines.

Experience and qualifications

 

·       Proven experience of delivering training in a contact center environment.

·       Experience of creating training materials & resources using different methods.

·       Excellent communication and presentation skills.

·       Ability to manage workload effectively and changing business demands while meeting deadlines.

Download the Job Description here.

Bought By Many is making the world a better place for pet parents. Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come.

Our latest Series D funding round was $350m which values us at $2bn. All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being.

We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things.

What it’s like to work here?

Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being. We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things. 

Our physical offices are bright and open with plenty of treats and extras and we provide practical support and best-in-breed kit for homeworking.  We are a connected and sociable business and like to spend time together in regular fun activities, both online and in person (when we can!).

We work together as one team and we share the same values:

  • Show you care
  • Do the right thing
  • Work in partnership
  • Dare to think big
  • Be tenacious and be fast

Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year.

Our latest Series D funding round was $350m which values us at $2bn.  All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come. 

Salary

£25,000-£30,000


Benefits

25 Days Holiday, Private Health Insurance, Cycle Scheme and much more.


Hours of work

Monday To Friday 09:00-17:30


Line manager

Head of Customer Support


Locations

Alpha Tower, Suffolk Street Queensway, Birmingham B1 1TT

Oakfield House, 35 Perrymount Road, Haywards Heath, West Sussex, RH16 3BW

Unit 1B, 1-10 Summers Street, Farringdon, London EC1R 5BD

Apply for Role

Submit your details and CV here to apply.

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If you were referred to this opportunity by someone who works here, please let us know their name.
To create an insurance policy that actually makes insurance better for everyone, companies need to look beyond just making things clearer and fairer.
Guy Farley, CTO & Co-founder