As a Service Trainer you will pay a crucial role in the training and development of our Service Centre colleagues. Your responsibilities will include developing education materials, delivering training sessions, reviewing, and implementing new processes/procedures, ensuring the Service Centre knowledge platform is accurate at all times, quality analysis, coaching and motivating agents.
The Role
Produce and deliver training materials covering a variety of topics and systems
Lead and motivate colleagues to provide exceptional customer service
Quality monitoring colleague interactions in line with CC Quality Framework
Actively participate in taking 1st level calls/interactions/escalations on a regular-basis to maintain knowledge and stay up to date on process updates to be equiped on sharing best practices.
Supporting team coaching
Suggesting and implementing process improvement
Assist with project planning, business pitches and recruitment
Be a point of reference on more technical issues and non-standard queries
Support Service Centre new service installs
Assist with escalations and other incoming interactions as required
Provide an exceptional level of service, adapting to different caller scenarios and challenges
Positively represent WTW and our Clients by providing a friendly and professional service
Inform the team of procedure changes and member communications
Enhance Service Centre Route to Competency materials
Supporting inclusivity and diversity in the workplace
Adhere to company policies and procedures
Ensuring training materials and knowledge tools are kept up to date with the latest information and best practices
The Requirements:
Bachelor's degree and pass given assessments.
2+ years experience in a trainer role, supporting inbound customer service, with GB client interaction/experience preferred
Must have people management experience and be energized to inspire/motivate a team.
Experience in working through change and enhancing efficiency required
Keen to provide exceptional service, with a positive and caller-focused attitude
Good communication skills (listening, spoken and written)
Natural problem solver, able to work to a high level of accuracy
Able to work well under pressure and meet targets
Computer literate
Good time management
Exceptional planning/organization skills
Experience using the MS Office suite
Able to work independently as well as in a team
WTW is an Equal Opportunity Employer
