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Customer Service Trainer

Employer
Burberry
Location
Leeds, United Kingdom
Closing date
31 Aug 2021

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Function
Marketing
Level
Manager

Job Details

INTRODUCTION

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.

JOB PURPOSE

Demonstrating a Customer-Centric mind-set at all times, The Customer Service Trainer will effectively plan, design, deliver and evaluate Training for newly hired and existing Customer Service Consultants. With a passion for Burberry's famous products, history, and heritage, and possessing strong technical training ability, this role will positively influence all aspects of team culture and continue to further elevate the Luxury Customer Experience.

RESPONSIBILITIES

  • Ensuring effective preparation, planning, and delivery of all training programmes, e.g. Induction, Soft Skills, Team Briefings, Product Training, Refresher Sessions, and Global Training Programmes.
  • Take ownership in measuring and evaluating the success of the overall training experience, using a variety of evaluation methodologies, recording and analysing data from a range of systems and tools and proactively making the necessary improvements.
  • Build, develop, and maintain effective working relationships with Customer Service Managers, Regional Trainers, Retail Managers, as well as key partners in the wider Commercial Team.
  • Accountability for local knowledge gaps, utilising regular Training Needs Analysis to prioritise training and development.
  • Work in collaboration with the Team Leaders and Managers to monitor and review the quality of the contacts within the team, providing analysis on performance to identify and address individual or team training needs.
  • Responsibility for owning and updating content stored on the Customer Service Knowledge Management tool.
  • Act as a subject matter expert in all Customer Service systems, processes and policies.
  • Support the Customer Service Operations Team and Knowledge and Quality Improvement Manager at the regional level by implementing key Customer Service strategy and other Brand priorities as required.
  • Develop in both Burberry brand knowledge and also external market knowledge to keep content design and deliver up to date and relevant.
  • Output of learning excellence expected to be increased quality, customer experience, revenue, productivity and consultant engagement.


PERSONAL PROFILE

  • Previous experience in a similar role (Contact Centre environment) desirable with excellent training design, delivery and facilitation skills.
  • Knowledge and/or experience of key Learning & Development / behavioural training theory.
  • Excellent written and verbal communication skills.
  • Confident presentation skills.
  • Strong organisational skills and e xcellent attention to detail
  • Able to work collaboratively , s elf-motivated, proactive , e xcellent Team player
  • Sharp mind with an ability to learn quickly
  • Ability to work to deadlines
  • Flexibility to needs of team
  • Passionate about delivering a sensational Customer Service experience
  • Proactively seeks out feedback, always looking to develop and improve.


FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

#LI-LT1

Posting Notes: United Kingdom || Not Applicable || Leeds || CUSTOMER SERVICES || NO DEPARTMENT - FIST9011 || n/a ||

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