Location UK / Belfast
Job Type Permanent full-time, TemporaryContract
Salary See description
Updated 1 week ago
We have an exciting new role in Belfast!
Job Title: Customer Service Trainer – Belfast
Salary: circa £18,000 depending on skills and experience
Permanent | Full Time Hours with flexible working patterns available | 37 hours per week
SSE Airtricity Gas supplies gas to over 155,000 customers across Northern Ireland and the Customer Service Team is responsible for providing a high quality of service to our customers across multiple engagement channels. In order to ensure we maintain high quality of service standards and compliance excellence, it is essential that all our staff are trained and equipped to best they can be in supporting our customers. To this end we have an exciting new opportunity for a Customer Service Training Supervisor to support in the development and delivery of training programmes to both new and existing staff.
(Reporting to the Customer Service Manager)
-Supervising and fulfilling all training requirements for the Customer Service Team.
-Designing, developing and maintaining educational material and facilitating training programmes to support the learning and development of all team members in relation to company standards, customer service and job duties.
-Supervising and mentoring team members in duties and performance, providing feedback and reporting individual and team skills gaps to management.
-Maintaining updated records of training programmes and material.
-Recording, analysing and reporting on training success, assessing the impact of training on staff performance, work quality, customer satisfaction, company and regulation standards.
-Providing overflow call handling support at peak times or in accordance with business needs to maintain strong working knowledge of services and processes to support training needs and service levels.
-Quality monitoring call samples and working with the quality monitoring team to identify areas where training may be required.
-Creating a positive environment centred on delivering superior customer service.
Your Skills and Experience
-First class presentation and communication skills
-Extremely well organised with the ability to adapt well to changing priorities and the pressures of regular tight deadlines
-Positive attitude, self-motivated and able to work on your own initiative
-Ability to demonstrate a passion for learning and development
-Experience training team members in a customer focused environment
-Excellent analytical skills and attention to detail
SSE is Ireland’s second largest energy utility and the leading developer and investor in cleaner energy infrastructure. SSE owns and operates over 2,000MW of generation capacity on the island of Ireland, of which 718MW is from renewable sources. Sitting within our Wholesale business, SSE Airtricity supplies greener electricity, natural gas and essential services to over 770,000 homes and businesses. Since 2008, SSE has directly invested over £2bn in growing its Ireland energy business including investment in large-scale, cleaner energy infrastructure. As a result of that investment SSE has contributed over €5bn to Irish Gross Domestic Product (GDP) since 2010, demonstrating the scale of economic activity that SSE’s operations support across Ireland.
SSE Ireland has been certified by Business in the Community Ireland to the Business Working Responsibly Mark, the gold standard for Corporate Social Responsibility (CSR) and Sustainability in Ireland. The Mark is presented to companies that represent best-in-class leadership, policies, practices, performance, and impact in CSR and Sustainability including employee engagement, innovation, environmental practices, supply chain management and engagement with the local community.
We employ 1000 individuals doing everything from helping customers with their bills to the creation of clean, green renewable energy. Our people are important to us and we go to great lengths to extend the values of our award winning customer service to our employees to ensure that as part of our diverse workforce, you have the flexibility and opportunity to develop to your fullest potential.
In addition to a competitive salary, you’ll automatically be enrolled in into our Group Pension Plan and have the opportunity to join our Share plans. You’ll enjoy 25 days’ annual leave entitlement, with the option to buy up to 10 extra days and will also be eligible for a host of other lifestyle benefits. Each employee is also entitled to one day paid volunteering, allowing you to dedicate your time, skills and expertise to your local community or a charitable cause as part of our “Be the Difference” scheme.
Just click the Apply button to submit your application, it doesn’t take long.
Closing date for applications is: 24th Oct 2018
This vacancy is open to internal and external candidates. If you’re internal, please notify your line manager before you submit your application. If you’re successful, we’ll conduct some pre-employment checks.