• Senior Training and Quality Specialist

    Job Locations UK-Kent-West Malling
    Job ID
    2018-1395
    # of Openings
    1
    Category
    SF - Customer Services
    Position Type
    Full-Time
    Contract Type
    Permanent
  • About Us

    SearchFlow_Logo_RGB_POS_AW

    SearchFlow, we have over 25 years' experience and run more than 1 million conveyancing searches every year for over 2,500 legal clients in England and Wales. We deliver highly focused, in-depth property intelligence, quickly and efficiently.

     

    Investing in innovation, we are owned by DMGT, a company committed to investing in its portfolio of innovative property data services. Our sister companies include leading brands such as Landmark Information Group, Argyll & OchreSoft.

     

    We hire ambitious and passionate talent into our business and are proud of the steps we take to maximise potential in our employees, nurturing and supporting their professional and personal development.  We all know money makes the world go around, but at Searchflow we understand that financial rewards also mean more than cash.  We believe that in order for our employees to flourish, it’s important to strike a healthy work/life balance.  We provide modern, open-plan, light working environments, flexible working hours, 25 days holiday and free beverages, fresh fruit and biscuits

    The Opportunity

    This role will play an integral part in the growth and improvement of the Training and Quality Team and there will be 2 key parts to your role.  You will be responsible for new starter training, recurrent and on-going training, channel-specific soft skills development and up to date product knowledge across, but not limited to, our Customer Service department.  You will carry out quality checks and assessments and provide 1:1 coaching, small workshops and classroom training to continuously improve the level of service delivered to our customers.

    The role will involve:

     

    • Provide outstanding, memorable training to the Customer Service teams that includes new starter training, recurrent and on-going training, channel specific soft skills and launches of new products to the market.
    • Ensure that we provide an excellent learning experience, incorporating a blended approach to include all learning styles. Use strong facilitation skills, keeping the delivery fun, energetic and engaging
    • Liaise with Team Managers on new advisors’ probationary performances and arrange any follow up training through the life-cycle of their position
    • Work closely with the Customer Service Team Managers to identify and implement creative learning interventions to ensure service levels are maintained and improved, including systems and soft skills training
    • Carry out regular and consistent call-monitoring and email review, incorporating the results into 1:1 coaching sessions and small feedback groups
    • Carry out quality checks to proactively identify trends and feedback to improve the effectiveness of training, deliver coaching sessions as required, and build rapport with customer services staff to enable them to make a positive difference
    • Design and analyse regular assessments and feedback surveys on all training delivered
    • Conduct regular 1-2-1’s and support the Customer Experience Manager with team meetings.
    • Update reports and provide reports for SLT as required such as training needs analysis, statistics on training being attended/achieved, and quality assessment results.

    About You

    You will be a self-starter, adaptable, passionate with high levels of emotional intelligence and have:

     

    • CIPD or equivalent training qualification preferable
    • Experience of leading, managing or supervising a team.
    • Previous experience working within a fast-paced training environment, preferably from a Customer Service background.
    • Ability to understand and source training requirements both internally & externally.
    • Confident delivering in a classroom environment, to small groups and 1:1, putting quality at the forefront of everything – for learners, employers and the team
    • A clear understanding of the development, coaching and training cycle
    • Excellent time management, IT (Word, Excel and PowerPoint) skills and strong verbal and written communication
    • Knowledge of how to prioritise the work that will deliver the most effective returns
    • Excellent organisational and planning skills.

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