Job Description:

Job information Training and Quality Coach from the Company Liberata, located in Burnley, United Kingdom. This job opening is open to job seekers with a GCSE education.

Job Responsibility:

Are you a Learning and Development specialist, who prides themselves in helping people grow?

Fancy a role with a great work-life balance?

Want to join a team where we make a difference to customers and colleagues on a daily basis?

You will join our expert in-house Training and Quality Coaches who play a vital role in the training and development of new to business and existing colleagues.

The team continually looks for new ways to improve overall training, with a focus on equipping colleagues to deliver First Contact Resolution on every call, supporting highly vulnerable customers.

Our Training and Quality team is flexible; you will deliver training via teams and face-to-face, balancing technology to enhance the learner experience and create opportunities for continuous improvement and consistency.

You will work as part of the team to refresh and create training material, continually seeking feedback from learners and the wider operational team.

Your New Benefits…

Monday to Friday working
No Bank Holiday working
Working only between 9:00-5:00 Monday to Friday
Option to Hybrid work upon successful completion of probation
Free eye tests
Close to local bus and train stations
Discounted staff parking
Opportunity to gain qualifications
25 days annual leave (Full-time) + up to 8 days Bank Holidays
Organised company events
Wellness programme
Staff Referral Programme
Access to staff discounts and cash back with retailers
Liberata\'s contribution matching pension scheme
Monthly engagement activities

Your tasks and responsibilities:

Deliver all aspects of training, including legislative, system, technical, Data Protection, and Service Excellence
Support the Corporate Services contract and Customer Services Advisors
Maintain a working knowledge of changing legislation and customer services processes
Perform quality monitoring as per the Quality Management Framework
Work closely with the Quality & Training Manager to develop training solutions
Coach and mentor Customer Service Advisors
Be prepared to answer calls as required to support service lines
Provide floor walking support
Support and deputise for Team Leaders, ensuring KPI targets are met
Adhere to Company policies, procedures, and Health and Safety Policy
Lead or assist in incentive and motivational schemes
Perform general admin tasks and create/update training material
Travel to other office locations to support training and project-related activities

Your Deliverables:

Ensure individual performance targets are met
Ensure individual quality targets are met
Maintain a high quality of work, in accordance with departmental and service agreements
Observe confidentiality and data security of document handling

Requirements for the Role

Experience working on Revs, Bens, and NNDR
Experience applicable to the role and responsibilities
5 GCSEs or equivalent (A-C in English & maths)
Competent with IT Systems
Flexible for travel
Excellent Communication Skills
Willing to undertake any further training to enhance knowledge/competence

Desirable

Trainer/Coach Qualification CPID or equivalent
Trainer/Coach experience 1 year +
Driving Licence

Liberata is one of the UK\'s leading providers of business process outsourcing and support services for the public and commercial sectors.

Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner.

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Liberata

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Training and Quality Coach