Employer / Agency: Camelot
Location: Watford, England
Date Posted: 1 December 2011
Salary: 25k - 28k per annum + Fixed Term Allowance
Job Type: Knowledge coach - accredited - customer operations
We are looking for two accredited Knowledge coaches to come in an join the customer operations team. The rolk is responsible to design, develop, deliver and evaluate the return on investment of training for customer operations.
Please note that you must be an accredited trainer to be considered for this role. The closing date for applications is 20th December 2011.
Key accountabilities
• Design and prepare induction and training plans that are aligned to business needs in terms of both quality and timeliness to be delivered to Customer Operations employees.
• Plan, deliver and manage induction and ongoing training events in accordance with business needs, skills gap analysis, preferred learning styles and departmental budget.
• Evaluate the effectiveness and efficiency with which various induction and training events are executed using a range of formal feedback and measurement techniques.
• Develop and manage a trainee evaluation process to support all training initiatives in order that the impact of training on performance can be measured, monitored and amended where required.
• Assist in the maintenance of internal knowledge bases ensuring alignment and consistency with retailer and/or player interfaces.
• Develop, implement and manage quality assurance procedures in line with departmental requirements.
• Work with Team Managers to review and calibrate call quality standards ensuring that corrective and developmental actions are developed and implemented.
• Maintain and develop best practice training, processes and systems knowledge in order to effectively coach and train employees.
• Build and maintain relationships with internal and external training bodies to improve knowledge, adopt design and implement training solutions where applicable.
Skills and experience
• Ability to use MS office applications to engage with the business, communicate with trainees, produce training materials and processes (including documents, presentations, workflow and management information) and maintain files in accordance with standard company policies.
• Expert knowledge and practical experience of using departmental systems in order to effectively train, coach and support others.
• Expert knowledge and practical experience of using contact centre telephony systems to effectively train, coach and support others.
• Demonstrable experience of building expert knowledge and practical experience of departmental processes, work instructions, products and services in order to effectively train, coach and support others.
• Expert knowledge of learning styles and the ability to identify and match them to appropriate delivery techniques.
• Ability to successfully use a range of training media (various forms of presentation equipment, CBT, web based tools, etc) matched to training objectives, audiences and learning styles.
• Practical experience of working in a Sales/Service environment (as appropriate to the department to be supported).
• Ability to effectively develop and deliver technical training to non-technical users (as appropriate to the department to be supported).
Apply online
About Camelot
Dynamic, pioneering and inspiring, Camelot transforms lives – of National Lottery winners, of the beneficiaries of the Good Causes, and of our staff. We’re licensed to run the National Lottery until 2019, and are committed to maximising returns to the Good Causes in the most efficient and socially responsible way.
We have more than 28,800 retailers nationwide to help us achieve our goals, run the world’s most successful lottery website and operate four of the UK’s biggest brands including Lotto and EuroMillions.
Around 70% of the UK’s adult population play The National Lottery on a regular basis – greater reach than any other FMCG brand in the UK. Additionally, internationally, Camelot offers services for other lotteries – from private lottery operations, online and interactive development through to wider commercial services.
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