Contact Centre Trainer
What is in it for you?
• Work in a high performing customer driven centre of excellence
• Showcase your creativity, designing and delivering training
• Opportunity to work with a range of internal stakeholders and gain a well-rounded knowledge of the SRA
• Have autonomy to shape and develop the role
The role
The Contact Centre is the first point of contact for all the SRA’s customers; including solicitors, students, and members of the public.
Working exclusively as a Contact Centre Trainer, you will enjoy a varied workload. You will be responsible for designing, delivering and reviewing the internal Contact Centre training programme. Focusing on a range of knowledge, systems and customer services training, you will build stimulating training sessions that address a range of learning styles, and champion learning and development.
Working autonomously, you will control the full training schedule and design of the support material. You will pro-actively seek feedback and be open to developing your own performance and training material to continually improve the learning experience.
You will be keen to build relationships with a range of internal and external stakeholders and have the resilience and confidence to handle challenge appropriately. You will also provide constructive feedback that motivates and encourages staff to achieve their performance.
This is a fantastic opportunity for someone with a real passion for training and the drive to continuously improve!
What we are looking for
• Passion for learning and people development
• Creative ideas and solutions
• Adaptable, personable and patient demeanour
• Drive to enhance performance and implement improvements - both personally and for the wider team
Pease ensure that your CV and covering letter clearly demonstrate how you meet the knowledge, skills and experience requirements of the role. Interviews will be held w/c 6 February 2017.
Essential
Able to demonstrate excellent organisational and leadership skills
Highly developed interpersonal skills and ability to deal with conflict and empathise with a broad range of customers
Able to provide feedback skilfully to others and pro-actively use feedback from others to develop and improve own performance
Strong customer service ethos and commitment to delivering consistently high levels of customer satisfaction
A resilient, flexible and adaptable trainer and champion of change
Self starter, results focused, highly self motivated with ability to influence at all levels of the organisation
Team player with a can do attitude
Sound decision making and judgement skills
Proven experience of designing and delivering training in a fast high transaction customer service/contact centre environment
Proven experience of developing effective learning and development solutions with consideration being given to alternative learning styles and delivery methods
Experience of supporting and encouraging continuous improvement with people and process
Experience of coaching/developing staff to achieve results
Experience of coping well under pressure and overcoming obstacles and setbacks in a real-time environment
Ability to maintain a wide knowledge of rules and regulations and to be able to provide guidance and advice on these to members of the profession as well as staff
Ability to identify skills and knowledge gaps and produce suitable training/development plans to address these
Educated to at least GCSE level (or equivalent) to include English and Maths
Desirable
Educated to Degree level standard, or equivalent
Knowledge of call centre telephony, contact management and workforce management software packages
Experience in monitoring and managing KPI information
Additionally, we provide a generous flexible benefits package, including gym membership with a tax only cost, an excellent defined contribution pension scheme and an additional 3% of annual basic salary upon successful completion of probation.
The Solicitors Regulation Authority is an Equal Opportunities Employer.
Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff.
Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio economic background.
We are a Stonewall Top 100 Employer, a member of ENEI, a disability confident employer and we are happy to talk flexible working.
This opportunity is closed to applicants.