Business Trainer (Sales & Operations Contact Centre) Location: Hamilton Salary: £22,000 - £24,000 per annum Closing Date: Tuesday 20 November 2018 Full/Part Time: Full Time The Company; Established in 1998, Verastar supplies essential services such as utilities, telecoms and financial services to the small business market. The Company’s customer base includes c. 10% of the UK’s small businesses. Verastar disrupts established market sectors by providing a wider range of services, a higher quality of customer care and a lower price than industry incumbents. We have grown considerably since 2005 and currently serve over 100,000 micro SME’s with a diverse and expanding workforce of over 900 staff across 14 offices to support our customer base. We have exciting plans to further grow our team and are now looking for proactive, highly motivated and talented individual to join our Learning & Development team. Job purpose; To provide expert Learning and Development support to stakeholders within our Hamilton branch closely aligned to the L&D Central team based at Head Office. You will be responsible for implementing the core elements of the learning agenda across a Customer Services and Sales business. Working with the HR Advisor the Business Trainer will be responsible for interventions on induction and progressing employees through a development programme called Pay Progression. You will also be closely aligned to business process changes as well as soft skill development. Contribution towards the wider HR team’s objectives of reducing staff attrition, increasing staff tenure and increasing impact of new team members within their first 3 months. Key Responsibilities and Accountabilities; Senior L&D responsibilities Support the L&D Agenda by coordinating the delivery of training interventions of business change projects as necessary Support the L&D Agenda by positively impacting Attrition (particularly 0-3 Months), Graduation and Pay Progression mover rates for both Sales and Operational departments. Needs Analysis / Development Planning Identify and feedback to the Training Manager any new training requirements highlighted within the allocated business area Work with the Central L&D Managers and operational teams to develop a high-level talent plan Design & Delivery Deliver induction and support learning of employees joining the business through face-to face delivery and side-by-side coaching. Drive continuous improvements of interventions through effective recommendations of updates to materials and designing revised content as required Oversee the delivery of all elements of the 12-week induction plans for Sales & Customer Services, including planned development sessions ensuring these take place whilst minimising any operational impacts Ensure training activity strongly links to successful development of skills and performance as specified within the ‘Pay Progression’ scheme to ensure employees are equipped to move up through progression levels Ensure instances of delivery (approx. 70% of role) are varied, practical and engaging for learners and supports the delivery of HR and business objectives Work in collaboration with operational managers and the HR team providing guidance and consistency on people development issues Observe and promote best practice of policies, procedures and processes Contribute to wider L&D projects in line with own CPD priorities Assessment / Evaluation Monitor new-starter progress throughout 12-week induction process, liaising with operational management and others in team to ensure core skill levels are being achieved. Monitor existing staff progress throughout post induction, liaising with operational management to ensure core skill levels are being achieved and employees progress through Pay Progression Results will be monitored through Staff Attrition, our internal Pay Progression mover rate and Graduation (0-90 days attrition) rates and will be monitored regularly. Work with operational teams to gather evidence and metrics against the impact of training interventions Use feedback in a constructive and pro-active way to help with the learner’s development needs Ensure all training outcomes are recorded on the appropriate systems in a timely manner Person Specification You will be self-driven, results-oriented with a positive outlook and a clear focus on high quality service to all internal customers. Credible and comfortable in delivering and communicating at all levels. Reliable, tolerant and determined, an empathetic communicator, able to see things from the other person’s point of view. Well-presented and business like. The key personal attributes are listed below; Ideally CIPD qualified, or working towards A current Trainer with experience of working in a Call Centre service and or sales environment Flexible and adaptable to the needs of the business and its learners Organised, with good time management skills Customer centric outlook Creative and proactive Clear, concise and engaging presenter Passionate about achieving tangible business results through their role Computer literate with experience of Microsoft Office suite Benefits Annual 10% performance related bonus. 31 days annual leave each year (including bank holidays) increasing to 33 days after one years’ service.~ Regular Subsidised Social Events. Flexible benefits including buy and sell holidays and childcare vouchers. Company pension scheme. Free Life Assurance. Access to our STAR Rewards scheme giving you access to multiple retail discount opportunities.