Epsom
Our client, a highly professional Financial Services organisation, are seeking a T&C Specialist role to join their growing team. This important role is central to the ongoing development of our client’s Customer Service functions, covering several teams.
In working with a number of key stakeholders, your main responsibilities will include:
- Design, implement and oversee T&C across customer facing teams which defines and documents/evidence ongoing competency levels.
- Design, implement and oversee a structured approach for initial (induction) and ongoing T&C performance monitoring, assessments and individual action plans
- Conduct Learning Needs Analysis to identify competency gaps (through complaints data, knowledge retention tool results, call reviews, feedback) and recommend learning solutions.
- Curate and/or design learning material/solutions meeting learning objectives & learner needs.
- Develop line managers, supervisors and trainers to enhance their coaching and competency assessment/supervision skills
- Use data to evaluate learning, identify trends and highlight areas for improvement
- Support and embed central Learning & Development initiatives and a ‘culture of continuous learning’ into the customer facing teams
Skills / Experience Required: For this T&C Specialist role you must have proven T&C experience within Financial Services, Banking, Insurance or another regulated industry. You should be able to conduct training needs analysis, design & deliver and evaluate training. Ideally this experience will have been within a customer service/call centre environment.
Additional Information: Salary for the T&C Specialist role is to £35,000 + company bonus, pension to 16%, free parking, study support, life & health benefits. A lovely working environment, a progressive business with a track record of training and developing people.