Halfords

Job Purpose

The role of the Group Contact Centre T&D Assistant is to support the effective onboarding and skills development of all Contact Centre agents, both in-house and outsourced. You will work closely and collaboratively with the rest of the Training and Transformation teams, as well as Operations, helping to build a centre of excellence that delivers our customers a first-class experience, ensuring >90% of contacts are resolved first time.

Key Responsibilities

• To deliver effective onboarding, product and services training, customer service and contact handling best practice.
• Support the Training Lead in conducting departmental wide needs assessment and identify skills or knowledge gaps that need to be addressed.
• Assist with the design of training materials and supporting documentation.
• Provide train-the-trainer sessions for internal subject matter experts and outsource partners.
• Manage the admin tasks required to help support the onboarding of new hires; including the set-up of system access, tracking of glide path targets, and appropriate handovers to team leaders. 
• Support the evaluation of the effectiveness of training delivered to continuously improve the training design and delivery, as well as feeding back any operational opportunities to appropriate stakeholders.
• Track the training delivered, and results, in order to log all training our Contact Centre teams have received.
• Support the roll-out of additional training initiatives such as marketing campaigns, product developments, changes to compliance regulations, etc.
• Flexibility to work in a fast-paced Contact Centre environment with a proven track record of delivering in the above areas.
• Support the Training Lead on other tasks, as and when required.

Essential skills

• Demonstrates “above the line” behaviours.
• Passion and flair for training, particularly within a customer contact environment.
• The ability to build strong and lasting relationships, adapting your delivery style to suit the needs of the situation.
• Outstanding communication and collaboration skills, proven by experience working across teams/projects.
• Ability to plan, execute and manage high volumes of work.
• High level of initiative and self-motivation.
• Demonstrated ability to make successful presentations
• Practical knowledge of using MS Office, Teams, SharePoint and PowerPoint proficiency.

Desirable

• Experience of creating and delivering of training material and training planning, both face to face and virtual.
• Knowledge of systems that support the Contact Centre e.g., Salesforce, SAP, etc.
• Experience of working with an LMS and eLearning authoring tools.
• Experience of training material design software.
• Training qualification/certification.