Training and Development Manager (Customer Services Dept) (Permanent)

An opportunity to join a global market leader at their UK Head Office based here in South Yorkshire.

Our client is looking for a Development Manager working with their Customer Services Team

EXPERIENCE

This would be an ideal role for someone who has experience of working with business processes and continuing development particularly within a Customer Services environment.

• Relevant customer service and people management experience
• Significant experience in mentoring, coaching and developing teams to a high level
• Excellent negotiation and persuading skills
• Excellent communication skills
• Well presented with proven organisational and preparation skills
• Flexible approach to tasks and hours
• Pro-active and self motivated
• To document, improve and develop all working practices within the Customer Services Department.

REQUIREMENTS

To support team managers in order to optimise their department and offer first class services and solutions for customers, partners and cross-functional stakeholders.

To enable Customer Services teams to perform all required duties through continuous training programmes, system and process optimisation, coaching and improvement plans.

To actively participate in Customer Experience programmes and realise business targets.

Responsibility for Customer Services departments across the UK sites.

To support, co-ordinate and control training manuals, document flows and training plans for a multi-functional Customer Service team across all disciplines within the department structure.


To ensure all developments and working practices are in line with Health & Safety

To ensure all operating processes are in line with internal audit requirements

To ensure all operating processes are in line with and support required business quality accreditations (BS, ISO, etc)

To meet all defined KPI and business goal targets relevant to the department

To provide effective and ongoing staff training programmes, whether internal or externally sourced, in line with the requirements of the Head of Customer Services and the departmental leads.

All training and development to be managed using HR processes

To provide ongoing people and process improvement plans in line with Customer Experience

To complete and provide accurate, informative and timely reports as requested by line management

To undertake all other reasonable requests within your capability

Travel is a requirement of the role and some overnight stays may be required

Customer service accreditation and CI processes techniques, training/mentoring skills etc. would be advantageous as would a Six Sigma qualification

Full UK Driving licence is required

Computer literate; MS Office, SAP, CRM

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.