Customer Service Trainer at Headway International UK

We are looking for a Customer Service Trainer to educate our support, sales and customer service teams by conducting seminars and interactive courses.

Your responsibilities will include facilitating on-the-job coaching, developing educational material and organizing training sessions for new hires. If you’re familiar with teaching soft skills like negotiation and problem-solving, we’d like to meet you.

Ultimately, you will make sure our customer service representatives develop their skills and successfully address clients’ needs.

Responsibilities

• Develop digital and print educational material (e.g. videos and manuals)
• Organize classroom-style seminars about product features and sales techniques
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• Identify individual and team skills gaps
• Schedule regular training sessions (e.g. monthly or quarterly)
• Ensure new hires take on basic sales training courses, including communication and troubleshooting skills
• Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
• Coordinate mentorship programs for new customer service representatives
• Assess the impact of each educational course on staff performance and client satisfaction
• Maintain updated records of training curricula and material

Requirements

• Work experience as a Customer Service Trainer or similar role
• Experience in sales or customer service positions is a plus
• Knowledge of Learning Management Software (LMS)
• Familiarity with interactive learning activities
• Excellent communication and presentation skills
• BSc degree in Education, Human Resources or relevant field
• Additional certification in training is a plus