Customer Service Training & Development Specialist

Location: Remote/ Peterborough

Salary: Competitive + benefits

Contract Type:  Permanent

Position Type: Full Time

Closing Date: Thursday 28 January 2021

Who are we?

With over 40 years’ experience, IRIS is the UK's market-leading provider of business-critical software and services to the UK accountancy, payroll and education sectors. These solutions are delivered as a choice of integrated on-premise software and cloud-based applications - managed under the leading IRIS, PTP, KashFlow, Keytime, Taxfiler, Cascade, 12pay, Star, Earnie, PS Financials, ParentMail, Contact Group and School Asset Manager brands. They serve over 21,000 Accountancy Practices, 11,000 education organisations and more than 80,000 small and mid-sized businesses, corporates, and payroll bureaus across a wide range of industry sectors.

What will you be doing?

Our aim at IRIS is to consistently exceed our customer’s expectations. As the Customer Service Trainer, you are passionate about delivering best in class customer service and will act as the Ambassador for the IRIS Service Framework. Through the design and delivery of interactive training and development sessions you will be responsible for providing our colleagues with the skills to deliver great service. You will develop and implement initiatives which embed a culture of Customer Focus and enhance customer satisfaction and advocacy.

What skills and experience do you need to have?

  • Act as an Ambassador for the IRIS Service Framework driving a customer focused culture
  • Design and deliver interactive customer service training across the IRIS teams (including Chat)
  • Develop and implement initiatives to embed the service framework and recognise our Service Champions
  • Identify skills gaps and provide management with feedback and solutions for improvement
  • Carry out coach-the-coach activities with managers to enhance customer service
  • Design and implement an accreditation process which ensures standards are maintained
  • Evaluates training and refines material as necessary
  • Measures output against Customer metrics - CSAT and NPS
  • We're looking for someone with the following skills and experience:

    Essential:

  • 2 years’ experience in a training role
  • Background in a customer service environment
  • Excellent communication and presentation skills including facilitation
  • Experienced in the creative design of learning activities
  • Desired:

  • GCSE English and Maths 
  • Why you should apply...

    At IRIS, we believe in creating a culture of engagement and reward to develop employee potential and offer long-term career success. To help with that, we offer the following:

  • Competitive salary
  • 26 days holiday allowance
  • Private medical healthcare
  • Life assurance
  • Pension
  • Additional benefits, such as Bike to Work and discount schemes.
  • ..

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