Responsible for delivering Client Service staff training to new hires and continuous ad-hoc training sessions for product/processes/workflows/application updates for existing staff. You will be reporting to Director of Client Services.

Key Responsibilities will include, but not be limited to:

Provide a high-level training programme along with continuous development and mentoring

• Designing and delivering training programmes for New and Existing Client Services Staff including all applications utilised within the department
• Conduct an Introduction of who PremFina are, the Products and Services we offer and the Company structure
• Provide an overview of the Department structure which is split between End Customer and Broker Support
• Prepare and arrange appropriate Induction training timetables
• Utilise effective presentation facilitation skills including creative training and accelerated learning techniques using a variety of training delivery modalities
• Participation in call grading sessions to ensure consistency in coaching approach, call quality and service which can also include a 3^rd Party
• Keep accurate training records
• Constantly evolve training content and induction programme in line with business needs
• Coach high class customer service delivery across all platforms including telephone, email, live chat and data entry
• Maintain a training plan to reduce skills gaps and continually up skill
• Provide training on high standards of product knowledge and services
• Promptly escalate issues to Team Leader/Line Manager
• Liaise and keep up to date with other business areas to ensure upcoming changes are documented and staff are fully briefed prior to release
• Responsible for increasing productivity and developing performance through coaching, mentoring and developing team members
• Update all training documentation and client service procedures with version control with known changes, ensure material is shared with the necessary staff members

Improve Client Service quality

• Provide assistance with new processes, procedures, systems and initiatives, as well as implementing changes
• Enhance staff skills, performance, productivity and quality of work

Building and contributing to a positive work environment

• Managing and participating in regular team meetings and workshops
• Update job knowledge by participating in educational opportunities as appropriate
• Provide internal assistance with new applications, implementation, procedures, systems and initiatives
• Comply with internal regulations and procedures

Other Duties

• Be responsible for tracking all training provided, development needs and mentoring activity to the Team Leader/Line Manager
• Complete the required Compliance modules within agreed timelines
• Maintain and update contact lists, databases and files
• Perform other tasks and obligations given by Team Leader/Line Manager in accordance with qualifications
• Any other Miscellaneous tasks