Customer Service Training Lead

Job Description

£30k - £32k + BenefitsLeeds City Centre About the RoleAt FirstBus we are passionate about getting it right first time when a customer contacts us with a query or complaint. This begins with all National Contact Centre staff receiving top quality training for their role.As the TrainingLead, you will be responsible for the analysis, design, delivery and evaluation of alltraining within the National Contact Centre. This includes not only our new starters in advisor roles, but also management roles and any upskilling neededon new products and services.Our Contact Centre hours are from 8am - 6pm, Monday to Friday and our Live Chat Advisors also work Saturdays and Sundays, meaning you will need to sometimes be flexible to support new starters within these hours.As the TrainingLead, you will play a critical role within FirstBus, providing the fundamental foundation for the excellent service we provide our customers.Welcome to FirstBusHello! FirstBus is one of the countrys largest busoperators - taking 1.6 million customers to their destinations every day. Were a forward-looking business at the forefront of bustechnology, leading the way on contactless payments, mobile Apps and realtime information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. Its an exciting time to be here!What will you be doing

• Responsibility of conducting analysis of training needs
• Defining the measures to demonstrate success and understanding of material delivered
• Providing recommendations, highlighting possible improvements and taking appropriate follow-up action when required
• Maintaining the training records of all employees and ensuring there are no gaps
• Providing support to Team Leaders for anyone in performance management processes
• Analysing data and recommendingimprovement areas
• Developing eLearning training/utilising wider business training
• Creating, storing maintaining the centralised catalogue of processes, policies and governance

What are we looking for

• A minimum of 2 years previous experience in the design and delivery of trainingmaterial
• Strong verbal and written communication skills
• Ability to analyse and interpret data
• Good IT & Computer Skills (proficient in all Microsoft Packages)
• An enthusiasticwork ethic, with the desire and passion to help people learn
• Ability to work to targets and tight deadlines, keeping high attention to detail atall times
• Ability to learn "on the job" due to the nature of the role
• Flexible with shift patterns to support business needs

What can we offer you

• 25 Days Annual Leave - Including bank holidays, or a day in lieu where you are required to work a public holiday
• First Xclusives - Discounts and cash back on many high street brands, supermarkets, holidays, airport parking and cinema tickets - to name a few!
• First My Rewards - Discounted train travel for you and your family after 6 months service - travel as far as London and Edinburgh for only £6!
• Free bus pass for you and your family on joining
• Shares scheme - chance to buy shares in FirstBus
• Generous pension scheme - 8% (5% of your monthly salary + 3% from First Bus)
• Employee Assistance Programme - 24hr, 365 days a year mental health support

We put a big focus on physical and mental wellbeing atFirstBus. We recognise that anyone can be affected by the stresses and strains of work, or life outside it. Youll find a range of health-promotioninitiatives, and you will have 24/7 access to ourconfidentialEmployee Assistance Programme.Apply Now! We look forward to receiving you application!Public transport serves everyone, whatever their differences. AtFirstBus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusiveorganisation because diverse backgrounds, thinking and experiences bringso many benefits to our customers, communities and people. We welcome applications from all.