Role Purpose: The Training & Knowledge Executive will assist the Training and Quality Manager in developing and delivering relevant training programmes to the outsourced partner while maintaining a robust, accurate knowledge base. The role holder will ensure that processes and information are updated promptly and effectively in the knowledge base system and within the training collateral.
Reporting to: Training & Quality Manager
Main accountabilities and key tasks: Assist the Training & Quality Manager to identify and develop opportunities for training and e-learning packages that enhance both customer and employee experiences, improve first-contact resolution, and increase efficiency, while maintaining a high NPS.Collaborate with key contacts in the Customer function and our outsourced partner to support the creation and delivery of up-to-date, relevant, and targeted training programs.Proactively ensure that all training materials are current and relevant, staying informed of any new training needs within the outsourced partner's team.Support the Training & Quality Manager in fostering a customer-centric culture based on customer feedback.Conduct monthly audits to identify and address knowledge gaps.Collaborate with the Customer technology team to identify and implement process improvements.Ensure timely updates to the knowledge base when process or information changes occur.Work closely with communications executive to ensure all changes to knowledge base are communicated effectively and in a timely manner.Coordinate the transfer of processes and relevant information into the knowledge base.Ensure the accuracy of information in the knowledge base system.Develop and execute a schedule for periodic reviews and audits of knowledge base content.Ensure alignment between training materials and knowledge base data.Build and maintain strong relationships across the CCE, internal stakeholders, and the outsourced partner.Critical Interfaces: CCE colleagues, outsourced providerPartners, Suppliers and CustomersKnowledge and Experience: Minimum of 2 years' experience working with the CCE in a customer facing role.Proven track record of consistently meeting or exceeding scorecard targets and objectives within the CCE to a high standard of performance.High standard of written communication and business level presentation skills to deliver training to a wide audience.Demonstrated customer-centric approach through successful delivery or implementation of customer-focused initiatives.Experience of establishing effective processes, and/or rollout of new procedures or training to achieve demonstrated results would be highly desirable.Demonstrated capabilities in managing or analysing data to identify trends and opportunities.Ability to distill complex communications and process documents into concise, high-level information.Proven ability to streamline and refine process to create efficiency and improve the customer experience.Good stakeholder management and relationship building skills.Commercial awareness and business acumen.Demonstrated technical capabilities to create PowerPoint training decks and creation of training in the e-learning tools would be an advantage.
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