InterCall is the world’s largest dedicated provider within Audio, Web, Video and Event Conferencing solutions. As a division of West Corporation and established in 1991, we have an outstanding track record of delivery and growth. Simply put, we offer technology services and solutions that outshine their competition.
Position: Training Consultant
Location: Gloucester with some travel to other sites.
Salary: £18-21k + £2k Bonus
Benefits: Private healthcare, Pension, Life Assurance, 22/25 days holiday, free parking, discounted gym membership.
The Training Consultant will ensure that staff in the Operations Department have the skills and knowledge to offer customers excellent service and correct resolution to their calls first time. The successful candidate will assist the company in retaining customers and building the business, as well as ensuring staff develop and progress to the highest possible standards. You will work closely with the Operational Department and Quality teams to ensure that standards are continually improved and working practices developed.
This role may be required to travel to any of the Company’s sites from time to time in the course of carrying out their duties.
a) Design, development and delivery of training materials.
b) Use principles of adult learning to develop classroom, web, self-directed and other methods of training.
c) Evaluation of course content, materials and delivery in order to improve effectiveness of course.
d) Ensure that all staff is given the appropriate level of training and development to effectively carry out their role. Delivering training for new staff members, and progressive training for existing staff.
e) Stay up to date with training developments in order to adapt training delivery and approach.
f) Assess the most effective delivery method for training.
g) Proactively identifying training needs and skills gaps within the business.
h) Analysing monitoring transactions to identify areas to improve training and quality.
i) Working closely with training team members and operations department to ensure training meets business requirements and aids in the smooth running of the call centre.
j) Work with operational teams to ensure that new / updated procedures are correctly implemented and relevant training is given and documented.
k) Assist the Training Manager / Senior Training Consultant to develop training plans and schedules in-line with business needs.
l) Completing and maintaining training documentation to set timescales.
m) Assist in the Call Centre when required and other ad – hoc duties as required
n) Work closely with the Training Manager and Training Team to assist in delivering the long term Training Strategy.
ESSENTIAL SKILLS / EXPERIENCE:
a) Experience in a training or similar coordination role is preferred.
b) Educated to A level standard preferred however you must be educated to GSCE A-C grade in Maths and English.
c) Passionate about training and development.
d) Excellent written and verbal communication skills and able to communicate effectively at all times and all levels.
e) Creative thinker, able to come up with new ideas to improve existing practices and to continually develop courses and materials to make them more effective.
f) Well organised, capable of prioritising, able to work to agreed deadlines and able to work under pressure.
g) Flexible approach to working hours and willing to travel when required.
DESIRABLE SKILLS / EXPERIENCE:
a) Recognised training or coaching qualifications.
You must have the eligibility to live and work in the UK to take on this role.
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