Customer Services Trainer and Coach

Job description

In this role you will be responsible for delivering skills based training to new inductees and existing staff across multiple sites, including outsource partners . You will also be responsible for identifying development needs, working in conjunction with Team Managers and other key stakeholders, to deliver targeted 1-2-1 development surgeries and group workshops. Key Tasks/Areas of Responsibility Provide training and support to all CCS employees when recruited, and as an ongoing process, as the need is identified by managers / the wider business The development of training courses and workshops to improve process compliance & increase job productivity across all customer service sites Promote and own coaching programmes and ensure an even split of time is allocated across all CCS locations Complete the administration of training courses (arranging invites, systems access etc) Liaise with stakeholders to identify training needs in all areas of CCS. Evaluate training course effectiveness, and record areas of improvement where appropriate Regular “Back to the Floor” activities to maintain and enhance process knowledge, to become an expert in all aspects of CCS Liaise with cross-departmental contacts, to implement ‘best practice’ within CCS, and also help showcase CCS to the wider business. Measures of Success: Your success in this role will be evaluated in various ways, including: Completing all preparation for training programmes in a timely fashion, ensuring delegates receive invites with all relevant information and all internal stakeholders are kept updated throughout the process. Following the training material throughout the programme, ensuring all aspects are covered and sessions are completed within the agreed timings. Be responsible for ensuring effective record keeping, to adhere to compliance requirements for all training programmes. Record and showcase measures you have implemented in the development of training programmes, as a result of effective feedback from previous sessions and key stakeholders. Owning any training content and delivery queries for a dedicated Partner site. Liaising with Partner Performance Managers and the Process team, to ensure any queries directed to you are managed through to resolution. About You As the successful candidate you will be able to evidence similar training experience and be able to produce presentations (Keynote/ Google Slides) and undertake public speaking with confidence. You will establish good relationships with people at all levels of the business, building rapport and credibility quickly. You will ideally have previous experience in delivering training in a classroom and virtual environment, although this is not essential. We are looking for a strong team player that can demonstrate their ability to achieve results as part of a team, and in taking a leading role in innovating and promoting new ideas. To be successful in this role, you will be required to not only display the core DPD DNA values of Passion, Respect, Honesty, Flexibility, Caring and Accountability, but to also be an ambassador for the values and culture of DPD Additional information We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few… Holiday trading Enhanced maternity and paternity package Free life assurance of 4 x salary on joining the pension scheme Free onsite car parking for all employees Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping Milestone Days off to celebrate with your family and friends For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation, we are proud to offer a great number of development and promotion opportunities. If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you! Apply today. Contract: Permanent, 37.5 hours per week Salary: Up to £33,390 depending on experience Location: Roebuck Lane, Smethwick, B66 1BY Days of Work: Monday - Friday with occasional weekends Hours of Work: Between 8am - 6.30pm Join us on our journey as we aim to be the UK’s most sustainable delivery company, whilst ensuring our customers continue to receive a world class service. You will be in a busy and fast paced business, with a turnover of nearly £2 billion, that can offer you great benefits and plenty of opportunities to progress your career DPD are passionate about creating an environment that is open, ethical, inclusive and socially responsible. Along with job security, the tools to do the job and a competitive salary, you’ll receive fantastic benefits starting on day one, including never working on your birthday ever again!!! DPD is a Valuable 500 company and a Disability Confident Employer