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Customer Experience Training Advanced Apprentice

2 months ago

Worcester, Massachusetts, United States Worcester Bosch Group Full time

Job Summary

We are seeking a highly motivated and organized individual to join our team as a Customer Experience Training Advanced Apprentice. As a key member of our Training Team, you will be responsible for ensuring that 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 the maintenance of the Training Matrix and update new starter/leaver information.
  • Support recruitment efforts, including interviewing and inviting candidates.
  • Encourage communication between advisors and management.
  • Suggest improvements to training programs and implement changes accordingly.
  • Ensure training is up-to-date and compliant with company policies and procedures.
  • Maintain Training Teamline, working closely with the Training & Recruitment Manager to identify availability.
  • Liaise with external departments as required, including BDO and DSO.
  • Liaise with Contact Centre Team Leaders/Supervisors to understand training requirements.
  • Work with the Contact Centre Intern to ensure the Knowledge Base is maintained and engaging for end users.
  • Responsible for IdM/ISP approvals and new user creation, as well as disabling/deletion of access.
  • Set up equipment and ensure stock is sufficient, liaising with internal departments to ensure all software and devices are ready to go when required.

Requirements

  • IT literacy, with good numeric and written skills.
  • Personable and able to communicate with people of all levels, with quick thinking in a pressurized environment.
  • Able to problem-solve and use own initiative.
  • Flexible with excellent attendance and punctuality to suit the requirements of the Training Team.

Attributes

  • Punctual and flexible, with a strong eye for detail and quality.
  • Able to work with all levels to ensure the customer journey is as effective as it can be.

Qualifications

  • Degree Level.
  • Previous experience in an Administration role would be advantageous.