Training Lead

Training Lead Job Description: As a Training Lead Contractor in our Customer Service team, you'll ensure high-quality training delivery to diverse audiences. Collaborating with the Customer Service Manager, you'll oversee training initiatives, manage content, and design bespoke modules for top-tier customer service. Responsibilities: Training and Development: - Own the Customer Service training content lifecycle. - Manage new hire training, refresher courses, and specialised modules. - Review and update existing training materials. - Develop tailored training programs in collaboration with subject matter experts. Continuous Improvement: - Analyse data to identify service trends for improvement. - Implement process enhancements through cross-functional collaboration. Regulatory Compliance: - Ensure training content complies with travel regulations and industry standards. - Assist with regulatory audits and implement corrective actions. Key Experience: - Substantial customer service experience. - Extensive background in training roles, including remote sessions. - Desirable: Contact centre experience, knowledge of overseas operations. - Strong judgment, commercial acumen, stakeholder management. - Excellent communication, analytical skills, and conflict resolution abilities