This job has expired, please see additional jobs below
Training and Quality Team Assistant
News UK
London, , United Kingdom
Job Details - this job has expired, please see similar jobs below
Customer Group
Why are we here?
To attract passionate, loyal and valuable customers to our brands.
The News UK Customer Group is made up of 4 teams; Brand Marketing, Marketing Communications, Sales and Customer Experience, working together to deliver the Sales & Marketing vision. Our strategic objectives:
• Be distinct and differentiated
• Know our customers better
• Do more with customer relationships
• Fuel passions for our brands among customers and staff
• Grow the volume of repeat, known customers
• Grow average revenue per user
• Maximise the life time value of our customers
• Own the customer experience from beginning to end
What are my Responsibilities and Accountabilities?
The Quality and Training Team will be responsible for all contact centre management information, training and quality. The team will be required to coordinate, support, design and sometimes deliver product and systems training to all agents as well as evaluating the quality of response provided to inbound and outbound customer contacts via all channels. In addition, responsibilities include management and associated analysis and reporting of trends, aligned to the achievement of results within the contact centre.
The Training & Quality Team Assistant role supports the Escalations, Training & Quality Manager to provide brand, product and systems training for all agents. This will include assisting in needs analysis, course design, course delivery and on-going evaluation. The role is also responsible for supporting the manager in maintaining quality standards and monitoring the quality of responses provided by agents to inbound and outbound customer contacts on all channels.
Standards & Training
• Co-ordinating training and working with external partners in arranging training delivery
• Work with the internal team and external partners in developing training materials to ensure that agents are fully trained on products and systems
• Support the development of on-boarding and on-going training in Brand and Systems training for all agents including designing, developing and delivering the training
• Monitor the QA team to ensure adherence across interactions on all channels and report on quality standards,
• Assist the Escalations, Training & Quality Manager in identifying employee training needs based on an on-going analysis of the business needs
• Track and report on training outcomes
• Be responsible for all training coordination and administration
• Deliver training internally and externally, as required by the Escalations, Training & Quality Manager
Quality management
• Appraise and measure training activities to ensure business performance is positively impacted
• Participate in regular call levelling
• Support external QA Team to ensure acceptable service standards are met and report to the Training & Quality Manager
• Be the internal champion of briefing, training and induction processes that ensure that sales objectives and brand values are enhanced by the customer service interaction
• Maintain knowledge of wider Customer Service and quality industry trends
Useful knowledge, skills and experience
Skills:
• Strong MS Office skills - particularly Excel and PowerPoint
• Experience in e-Learning platforms
• Excellent written and verbal communication skills
• Presentation and knowledge transfer (one-to-one and group) skills
• Ability to build and maintain positive and productive working relationships with different people at different levels
Experience:
• Experience of designing and delivering training in a fast-paced environment (preferably a contact centre environment).
Other requirements:
• Willingness to travel, expectation will be that this role will require regular visits to each contact centre
• Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management
Essential Behaviors
As a department, we have 5 values that guide our day to day work. We call them the 5 C’s
Customer Led
Commercial
Creative
Collaborative
Courageous
*This role is a 9 month fixed term contract with potential to extend*
This a fantastic opportunity to join a high performance team and grow your career in a supportive and nurturing environment - apply now!
About Us,
News UK is a great company full of talented, dedicated and creative people. We are a company which has journalism at its very heart. Our newspapers and associated websites are some of the most powerful media brands in the English speaking world, reaching 30 million people each week. They are very different products with different values and different strengths, but all are united by a commitment to independent journalism that connects with our customers.
News UK is a company which thrives on pace. Our people stretch themselves on a daily basis, challenging the status quo to produce the best service possible to our readers and customers. We embrace creativity and initiative and we have some of the most talented people in the industry.
If you want to work for one of the world's most exciting, challenging and creative media organisations then News UK is the place to build your career.