Training and Quality Support

Location: Birmingham

Ref#: 139005

Description & Requirements

Training and Quality Support

We are currently recruiting for a new role within our GoTo call centre and customer services team based from our Customer Support Centre in Aston. As Training and Quality Support, you will provide training, and monitor quality within the GoTo team to ensure an outstanding level of customer care is provided throughout the customer journey. You will design and deliver training, ensuring that the team are working to the best of their ability, achieving Key Performance Indicators.

Salary up to £30,000 (dependant on experience)

Key Responsibilities include:

  • Manage all training needs within the department, including inductions
  • Support with new starter training and mentoring, particularly during their probationary period
  • Review call quality and provide feedback
  • Develop action plans with SMART objectives
  • Regularly walk the floor to provide support and guidance
  • Regularly review all training materials and processes, ensuring they are up to date and in line with business requirements
  • Work flexibly to support 24/7/365 operation
  • Become fully conversant with all systems and processes used within the department and able to train within these areas
  • Strive to maximise internal and external customer satisfaction
  • Create and maintain a skills matrix
  • Produce and maintain training schedules
  • Liaise with key stakeholders to report on progress and raise any potential risks or issues
  • Evaluate training effectiveness, knowledge and skill transfer

The ideal candidate will have worked in a contact centre, or a fast paced customer service environment and have experience of training and call quality monitoring.

The successful candidate will have a good working knowledge of Microsoft Office and ideally Google, they will have excellent communication and interpersonal skills, strong presentation skills and the ability to engage an audience. With strong organisational skills and the ability to change with a flexible approach, they will be able to work autonomously and as part of a team.

The working hours for this role will be 37.5 hours per week, Monday to Sunday. Candidates must be flexible, as training will need to be provided across three shift patterns, earlies, lates and nights.

In return you will be rewarded with a salary up to £30,000 (dependant on experience), 25 days holiday (plus bank holidays), a generous flexible pension scheme, a competitive staff discount scheme on our range of products and services and free on site car parking.