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Customer First Training Officer
| Posting date: | 08 August 2024 |
|---|---|
| Salary: | £26,421 to £31,364 per year, pro rata |
| Hours: | Part time |
| Closing date: | 26 August 2024 |
| Location: | Halifax, West Yorkshire |
| Remote working: | On-site only |
| Company: | Calderdale Council |
| Job type: | Permanent |
| Job reference: | CC165 |
Summary
Please note: At risk or redeployee applicants may be given priority.
We are seeking a motivated Training Officer to lead comprehensive training for new and existing staff. This role focuses on creating and delivering training programs to ensure high levels of quality, productivity, and service knowledge in alignment with the council’s Customer Experience Framework.
Key responsibilities include monitoring and coaching colleagues, leading quality assurance activities, and providing detailed performance feedback. You will inspire teams to deliver excellent customer service, manage training programs, and support new starters as a mentor. Developing a variety of training options, including face-to-face, digital, and blended learning, and updating training programs to meet evolving needs is essential.
You will conduct skills gap analyses, maintain staff training records, and ensure training programs remain relevant. Meeting personal targets and service level agreements (SLAs) is crucial.
Contributing innovative ideas to enhance customer service, conducting customer satisfaction surveys, and adhering to the Corporate Feedback Procedure are also part of your role.
Maintaining up-to-date knowledge of core service software, Council services, and compliance with legal and regulatory requirements is necessary. You will also deputise for team leaders when required.
This role involves a hybrid work style, balancing working from home and designated council workplaces, with occasional attendance at other locations. The post holder may need to work outside normal hours as required.
Candidates should have a Level 3 Qualification in Customer Services or relevant experience. A relevant training qualification is desirable. Extensive experience in Council services, strong communication, presentation, and facilitation skills, and significant coaching and mentoring experience are essential. Robust IT skills, including proficiency in in-house software, PowerPoint, Excel, Word, and Outlook, are required.
If you have the skills and dedication to excel in this role, we encourage you to apply.
Please ensure you complete the Personal Statement, providing examples of where you meet the essential criteria outlined in the role profile.
We are seeking a motivated Training Officer to lead comprehensive training for new and existing staff. This role focuses on creating and delivering training programs to ensure high levels of quality, productivity, and service knowledge in alignment with the council’s Customer Experience Framework.
Key responsibilities include monitoring and coaching colleagues, leading quality assurance activities, and providing detailed performance feedback. You will inspire teams to deliver excellent customer service, manage training programs, and support new starters as a mentor. Developing a variety of training options, including face-to-face, digital, and blended learning, and updating training programs to meet evolving needs is essential.
You will conduct skills gap analyses, maintain staff training records, and ensure training programs remain relevant. Meeting personal targets and service level agreements (SLAs) is crucial.
Contributing innovative ideas to enhance customer service, conducting customer satisfaction surveys, and adhering to the Corporate Feedback Procedure are also part of your role.
Maintaining up-to-date knowledge of core service software, Council services, and compliance with legal and regulatory requirements is necessary. You will also deputise for team leaders when required.
This role involves a hybrid work style, balancing working from home and designated council workplaces, with occasional attendance at other locations. The post holder may need to work outside normal hours as required.
Candidates should have a Level 3 Qualification in Customer Services or relevant experience. A relevant training qualification is desirable. Extensive experience in Council services, strong communication, presentation, and facilitation skills, and significant coaching and mentoring experience are essential. Robust IT skills, including proficiency in in-house software, PowerPoint, Excel, Word, and Outlook, are required.
If you have the skills and dedication to excel in this role, we encourage you to apply.
Please ensure you complete the Personal Statement, providing examples of where you meet the essential criteria outlined in the role profile.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.