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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 3rd 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

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