Training and Quality Coach
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Are you a Learning and Development specialist, who prides themselves in helping people grow?
Fancy a role with a great work life balance? Working Monday to Friday 9:00-5:00 with NO Bank holiday or weekend hours?
Want to join a team where we make a difference to customers and colleagues on a daily basis?
You will join our expert in house Training and Quality Coaches who play a vital role in the training and development of new to business and existing colleagues. During an exciting time where was are expanding and setting up a new Liberata Customer Services Contact Centre in Cardiff!
The team are continually looking at new ways to ensure we continually improve our overall training, with a real focus of equipping our colleagues to deliver First Contact Resolution on every call. Ensuring we can support each and every customer, some of which as highly vulnerable.
Our Training and Quality team are flexible, you will be expected to deliver training via teams and face to face. Balancing technology to enhance learner experience and creating opportunity to continuous improvement and consistency.
You will work as part of the team to refresh and create training material, ensuring that you continually seek feedback from learners and the wider operational team.
**PLEASE NOTE during your training, travel will be required to our Burnley site – travel expenses will be covered
Your New Benefits…
- Monday to Friday working
- No Bank Holiday working
- Working only between 9:00-5:00 Monday to Friday (sometimes may be required to support core hours of 7:3-5:30)
- Option to Hybrid work – upon successful completion of probation, this would also be when training permits.
- Free eye tests
- Onsite staff parking
- Opportunity to gain qualifications – paid apprenticeship opportunities
- 25 days annual leave (Fulltime) + up to 8 days Bank Holidays
- Organised company events
- Wellness programme
- Staff Referral Programme.
- Access to staff discounts and cash back with retailers such as Argos, Curry’s, M&S, B&Q, Debenhams.
- Liberata will also automatically enrol you into our contribution matching pension scheme.
- Monthly engagement activities! Such as Liberata Beach Parties, Recognition events and more.
Your new tasks and responsibilities:
- Deliver all aspects of training including legislative, system & technical, Data Protection and Service Excellence.
- Support the Corporate Services contract being a point of contact for escalations.
- Support the Customer Services Advisors with customer queries and escalations.
- Maintain a working knowledge of changing legislation and customer services processes.
- Perform quality monitoring as per the standards set in the Quality Management Framework ensuring accurate information is provided to customers at all times.
- Work closely with the Quality & Training Manager to develop training solutions aimed at promotion of on-line services and digital take-up.
- Coach and mentor Customer Service Advisors.
- Be prepared to answer calls as and when required to support service lines.
- Provide floor walking support.
- Support and deputise for Team Leaders within the opening hours of the services; ensuring KPI targets are met and assisting with call queue management.
- Adherence to all applicable Company policies and procedures.
- Adherence to Liberata’s Health and Safety Policy and procedures
- Lead/assist in incentive and motivational schemes.
- Perform general admin tasks, create and update training material.
- Travel to other office locations to support with training and project related activities which may include overnight stays from time to time.
Your Deliverables:
- Ensure individual performance targets are met.
- Ensure individual quality targets are met.
- Maintain a high quality of work, in accordance with departmental and service agreements including client procedural and financial standards.
- Observe confidentiality and data security of document handling.
Requirements for the Role
- Experience working on Revs, Bens and NNDR
- Experience applicable to the role and responsibilities.
- 5 GCSEs or equivalent (A-C in English & maths.)
- Competent with IT Systems.
- Flexible for travel.
- Excellent Communication Skills.
- Willing to undertake any further training to enhance knowledge/competence.
Desirable
- Trainer/Coach Qualification CPID or equivalent.
- Trainer/Coach experience 1 year +
- Driving Licence
- Desirable but not essential – Bilingual, English with the ability to speak and write fluent Welsh
The Company
Liberata is a leading business service provider to public and private sector organisations throughout the UK. We pride ourselves in revolutionising our clients operations using our expertise and innovative solutions across a wide range of services, including Revenues & Benefits, Finance and Accounting, HR & Payroll and Customer Services. Our aim is to work in partnership with our clients to assist them in becoming more efficient; leveraging our best in class business process outsourcing and operational transformation expertise.
Liberata is committed to creating opportunities for its employees, its clients and its shareholders. Our passion for process and an intense client focus ensures that we deliver an award winning service and our entire workforce are encouraged to demonstrate our company values.
Liberata aims to give each employee the opportunity to make a real difference; be involved in shaping the growth of the business and encourage you to try new things! If you are hardworking, enthusiastic and seeking a challenge we are the organisation for you.
The Benefits
Liberata will provide the opportunity for you to develop your skills and experience with a leading supplier of services and software to public and private organisations across the UK.
For the full list of benefits, please click here, but below is a taste of what we offer:
Life
assurance
Equivalent to 4 times annual salary
pension
scheme
Contribute up to 6% and the company will match the contribution
Professional development
Support towards gaining professional qualifications
Reward
scheme
A wide range of benefits, rewards and discounts
Documents
Alternatively, please sign in with...
Published
Not PublishedClosing
in X days