Customer Service Training Manager

A leading banking company based in the City of London are looking for an ambitious and purpose-driven Customer Service Training Manager to come on board. Due to the company growth which is continuing this is a newly created role.

Reporting to the Head of Customer Service, you'll be responsible for devising and implementing the learning and development strategies, policies, processes and programmes for our customer-facing teams, helping them deliver exceptional experiences for our customers.

The Customer Service Training Manager will work in partnership with our in-house Customer Service, Banking Operations and Complaints teams, as well as the teams working for our outsource partner.

Responsibilities;

• Develop and maintain relationships with key stakeholders to identify current and future learning and development-related requirements
  
• A strong understanding of the 70:20:10 learning model
  
• Excellent knowledge of the training cycle
  
• Ensure continuous development of training to meet business needs
  
• Evaluate all learning and development interventions and report against predetermined KPIs
  
• Provide ongoing coaching, training and development for our team leaders
  
• Validate learning materials prior to the implementation of programmes to ensure that learning objectives will be met
  

Essential;

• Clear and proven experience in learning and development
  
• Experience creating and delivering training content and to people managers for development
  
• Skills gap analysis and competence frameworks experience
  
• Great emotional intelligence with the ability to adjust teaching style as per individual
  
• Excellent presentation and facilitation skillsInstructional design skills and experience