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Client Trainer/Customer Advisor *Internal Vacancy*

N11-CTRAIN-R-W-43167
£9.50 per hour
Temporary
WFH

Client Trainer/Customer Advisor
£9.50 per hour
 
ROLE PURPOSE
The Client Trainer is the link between our training programs and the operation processes and procedures. They deliver excellent training, and lead by example when working as part of the Advisor team on their assigned client campaign. 
 
RESPONSIBILITIES
When not required in training delivery the Client Trainer will work in the Advisor team of the client campaign that they are assigned to 
 
Trainer 

Deliver new advisor induction training for the client campaign that they are assigned to
Ensuring that all require preparation is completed ahead of an induction group starting, including booking resources, liaising with members of the operational management team and reviewing all learning content 
Record keeping throughout induction training including absence, training and competency records 
Monitoring the behaviour of learners throughout induction training and escalating any issues to the appropriate person
Monitoring understanding of the content by learners and escalating any issues to the appropriate person
Continually reviewing the induction training content to ensure that it is aligned to current working practices and where discrepancies are identified, flagging them to the appropriate Trainer so updates can be completed
Supporting the L&D team with other training delivery and initiatives as required

 
Customer Advisor  

Providing excellent customer service when interacting with client customers verbally and/or in writing
Identifying customers’ needs, clarify information and providing solutions 
Following client specific processes and procedures to ensure that the right outcome is reached in every interaction
Build sustainable relationships and engage customers by taking the extra mile
Keep records of all conversations and updating the relevant systems after each interaction
Meet personal/team qualitative and quantitative targets

 
PERSON SPECIFICATION
 
Skills and Abilities 

Strong presenter, comfortable with leading groups of people and delivering training
Strong communication skills which can be applied in learning and customer service environment 
Organized and disciplined, able to manage your own time and workload 

 
Experience  

Previous experience of delivering presentations or leading discussions is desirable but not essential 

 
Knowledge

Strong working knowledge of the client’s processes, expectations and systems
Evidence of consistently achieving quantitative and qualitative performance measures 

 
Personal Attributes

Interest in developing and nurturing people, whether that be a star or under performer 
Passionate about working with people, interacting with people and being challenged by people
A thirst for learning, and take every opportunity to have feedback and use it to improve
Excellent PC skills, competent using MS Office



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