Customer Care Training & Development Specialist

Weekly Hours: 40.

Develops and maintains training/coaching program for Customer Care. Assess training and development needs for the team, and help individuals and groups develop skills and knowledge. Creates training manuals, updates training material, presents in person or via web-based seminars, and monitors training for effectiveness. 

Key Responsibilities

• Collaborate with Management to identify training needs of the department.
• Works with Managers to address learning issues, instruction problems, or new educational needs regarding specific employees. 
• Schedule appropriate training/coaching sessions.
• Oversee and direct workshops, and individual training/coaching sessions.
• Plan and implement effective training/coaching sessions.
• Carries out Quality sessions to ensure calls, live chat, and emails reach the required standard set out by the business.
• Train and support New Employees.
• Prepare and update all training/coaching material across the Customer Care Team.
• Conduct Evaluations to identify areas of improvement.
• Monitor performance and respond with correct training/coaching.
• Asses the needs and learning objectives of each group, adapting teaching methods and resources to ensure training and coaching are both fun and educational. 
• To educate oneself with updated product information, details of promotions, and offers to ensure correct knowledge within the team.
• To act as the main point of contact in Customer Care with regards to absence management.
• Run and produce necessary reports at the request of the Customer Care Manager. 
• Attend and proactively participate in meetings and training sessions at the request of the company (prior notice will be given).
• Understand and abide by the Company and departmental rules, policies, and procedures.
• To carry out other duties as so requested by management. 
• To ensure that all GDPR and Data protection is followed.

Skills, Knowledge & Expertise

• GCSEs in Maths and English grades A-C or equivalent.
• NVQ in Beauty/Customer Care preferred.
• Previous Experience and Knowledge.
• Contact/call centre experience preferred.
• Excellent use of the English language.
• Good customer service skills in a similar role an advantage.
• Elemis treatment and product knowledge.
• Knowledge of the Elemis Company philosophy.
• Retail/Sales experience an advantage.
• Training/coaching experience preferred.
• Good administrational skills.
• General computer literacy and knowledge of office equipment.
• Good numerical skills.
• Training provided.

What we offer you!

• Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more).
• Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more.
• Generous Holiday Allowance, increasing with length of service.
• Company Pension Scheme.
• Bonus/Commission Scheme.
• Healthcare Cash Plan (with Dental).
• Private Medical Insurance.
• Employee Assistance Programme for all Associates and their families.
• Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards.
• Much, much more!

Some benefit eligibility is based on length of service or contract type.

About ElEMIS

ELEMIS is the most exciting and innovative British brand in the spa and skincare industry. Rapidly expanding globally, the brand is available in over 45 countries and is continually introducing new and revolutionary products to the market. 

A brand with true integrity, passion and commitment, ELEMIS is award-winning, results-driven and visionary – just like our people.

Sustainability is at the heart of ELEMIS' responsibilities. As a brand and as people, we ensure all duties and actions contribute to the short and long-term sustainability goals set-forth by the ELEMIS - Climate, Biodiversity & People Pillars.

We are committed to Elemis’ sustainability pledge when ordering testers and professional grade products and when planning and executing promotional activities, reducing waste wherever possible.