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Customer Excellence Trainer

Newcastle Building Society
Job LocationWallsend
EducationNot Mentioned
Salary24,262 - 30,878 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

About the RoleAre you motivated by supporting colleagues to progress and learn new skills Do you have experience of designing and delivering training to others Would you like to be a key part of transformational change that makes a big impact Then this is the careeryou have been looking for! A fantastic opportunity has arisen within our Customer Service Centre to be part of the Service Academy team to design and deliver a new training and development programme for our colleagues. The training will ensure new colleagueshave the technical knowledge for the role and equip them with the skills to deliver the best customer experience throughout our customer lifecycle.This role will report to the Service Academy Manager, who will lead this exciting new project and support you in the design and development of the new on-boarding programme. The key focus of this role will be to design a blended training programme, consistingof face to face, digital and self-directed content. You will play a key role in delivering and evaluating a pilot of the new training.Key elements of the role include the full training cycle:

  • Review the training project framework and provide feedback
  • Design each phase of the training programme
  • Liaise with key stakeholders throughout
  • Work to key milestones
  • Test and learn new content with existing colleagues and subject matter experts
  • Work with members of the team to scope and agree success measures
  • Assist in a training session for the Service Academy Team
  • Co-deliver the pilot training
  • Fully evaluate the programme and report on outcomes
  • Make recommendations for continuous improvement
Following successful implementation of this initial project (which is estimated to last 9 months), the role will continuously work with operations to identify new training and development needs. The role will be responsible for designing, delivering andevaluating training.About YouThe successful candidate will be enthusiastic, positive, creative and capable of supporting others to reach their potential. Experience in the design, delivery and evaluation of training is essential. Experience of working on various training projects witha customer focus is desirable. Candidates will have the following attributes:
  • Strong commitment to improving the performance of individuals
  • Excellent communication skills-verbal, written and presentation
  • Passion for achieving results through others
  • Excellent organisational skills
  • Experience of designing, delivering and evaluating training for other colleagues
This role is offered on a hybrid working basis (part in the office and part working from home). There is a requirement to deliver some training in the office and attend meetings. On days when this is not required, there is the opportunity to work from hometo deliver virtual aspects of the training and to work on projects.About UsNewcastle Strategic Solutions is the UKs leading savings management platform and one of the North Easts most established and successful FinTechs! We provide savings management and technology services for new challenger banks and established providers acrossthe UK. Our work has earned us an enviable reputation in the market as the best at what we do.As an inclusive employer and a member owned mutual, we aim to reflect the communities we serve in order to drive the right colleague, customer and business outcomes. We encourage applications from candidates from a variety of backgrounds and life experiences,providing the diversity of thought required to constructively challenge and drive innovation.What do you get in return As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:
  • A 35-hour weekly contract
  • 25 days holiday each year plus bank holidays (rising to 30 days with length of service)
  • Bonus scheme
  • Pension scheme
  • Life assurance and income protection
  • Access to a range of wellbeing benefits
  • Cycle to Work scheme
  • Above statutory family leave entitlement
  • The option to buy extra holidays
  • Two paid volunteering days each year
  • A broad range of learning and development opportunities
  • Hybrid and remote working
We have refreshed our approach to recruitment and have outlined a new process of remote selection and on boarding.Upon starting a new role with us, we will ensure you are equipped with the correct tools and technologies to enable you to do your best work within your hybrid arrangement.

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