Customer Experience Training Advanced Apprentice

6 days ago

Worcester, Massachusetts, United States Worcester Bosch Group Full time

Job Summary

We are seeking a highly motivated and organized individual to join our Training Team as a Customer Experience Training Advanced Apprentice. As a key member of our team, you will play a vital role in ensuring our training programs are up-to-date, compliant, and effective in delivering exceptional customer experiences.

Key Responsibilities

  • Prepare and maintain training areas, ensuring equipment is properly set up and training materials are readily available.
  • Sort and audit training materials, including flip charts, whiteboards, and markers.
  • Assist with recruitment processes, including interviewing and inviting candidates.
  • Encourage open communication between advisors and management.
  • Suggest improvements to training programs and implement changes as needed.
  • Ensure training is up-to-date and compliant with company policies and procedures.
  • Maintain the Training Matrix and update new starter and leaver information.
  • Liaise with external departments, such as BDO and DSO, as required.
  • Work with the Contact Centre Team Leaders and Supervisors to understand training requirements.
  • Collaborate with the Contact Centre Intern to maintain and update the Knowledge Base.
  • Responsible for IDM/ISP approvals and new user creation, as well as disabling and deleting access as needed.

Requirements

  • IT literacy and good numeric and written skills.
  • Personable and able to communicate effectively with people at all levels.
  • Quick thinking and problem-solving skills, with the ability to work in a pressurized environment.
  • Flexibility and excellent attendance and punctuality.

About Us

Worcester Bosch Group is a leading heating brand, committed to warming people's lives. We are working towards decarbonizing the network and achieving net zero by 2050. Our team is passionate about delivering exceptional customer experiences, and we are looking for like-minded individuals to join us.

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