training manager in solihull

job type
£ 20,000 per year
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job details

solihull, west midlands
job category
job type
working hours
£ 20,000 per year
reference number
0121 212 0142
apply now

job description

We are currently recruiting for a Training and Quality Assurance Manager (Training Manager) to work for a leading telemarketing company in Solihull.

You will be working in a really friendly environment where the whole team have the same enthusiasm towards the end goal and are really driven on customer satisfaction and providing the best possible service.

Your Responsibilities will be:

* Set up and deliver an induction training program for all new starters
* Set up and deliver skills training for existing staff - Arrange & deliver training of new and existing agents to ensure they are fully equipped to deliver clients requirements
* Work closely with Team Managers so they understand where gaps are in their teams.
* Provide call & process evaluations; give direct feedback & coaching of individuals
* Support operations Team Managers at campaign level
* Develop action plans with a focus on continuously improving customer experience and the overall quality of our service
* Hold calibration sessions with Team Managers & clients as required
* Coaching & monitoring of all agents to ensure consistency & to ensure sales activity remains compliant
* Provide desk coaching when required
* Ensuring record keeping is accurate and appropriately maintained
* Take responsibility for complaint handling
* Design & commission external customer satisfaction surveys
* Be motivated and have an enthusiastic attitude

Your Skills/ experience

* Experience of working in a similar role
* Experience of working with non-advised insurance or FCA regulated activity
* The able to work under pressure, whilst ensuring that deadlines and targets are met.
* Demonstrate strong time management skills & demonstrate good organisational skills
* Ability to provide difficult feedback to advisers
* Deliver excellent verbal and written communication skills.
* Strong attention to detail

Salary of up to £25000 depending on experience

Free parking on site

If you think that this is the role for you then please click apply today!

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.


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