Experience:
No experience
Employment Type:
Full time
Posted:
8/26/2017
Job Category:
Customer Service
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Customer Service Trainer
Burberry Limited | Henderson, Nevada
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Job Description

Req ID: 105786

INTRODUCTION

Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core.  Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in order to be a great brand it must also be a great company and constantly leverages the energy of its compassionate and creative thinking culture to continually innovate and drive the brand forward. Headquartered in London, Burberry is a design, marketing and retail led business with a global reputation for innovative product design, digital marketing initiatives and dynamic retail strategies.

JOB PURPOSE

Demonstrating a Customer-Centric mind-set at all times, The Customer Service Trainer will effectively plan, design, deliver and evaluate Training for newly hired and existing Customer Service Consultants. With a passion for Burberry’s famous products, history, and heritage, and possessing strong technical training ability, this role will positively influence all aspects of team culture and continue to further elevate the Luxury Customer Experience.

RESPONSIBILITIES

  • Ensuring effective preparation, planning, and delivery of all training programmes, e.g. Induction, Weekly/ Monthly Edits, Team Briefings, Product Training, Refresher Sessions, and Global Training Programmes.
  • Take ownership in measuring and evaluating the success of the overall training experience, using a variety of evaluation methodologies, recording and analysing data from a range of systems and tools and proactively making the necessary improvements.
  • Build, develop, and maintain effective working relationships with Customer Service Managers, Regional Trainers, Retail Managers, as well as key partners in the wider Corporate Customer Resources Team.
  • Accountability for local knowledge gaps, utilising regular Training Needs Analysis to prioritise training and development.
  • Facilitate regular Product Knowledge Training both in store and in the contact centre.
  • Work in collaboration with the Team Managers to monitor and review the quality of the contacts within the team, providing analysis on performance to identify and address individual or team training needs.
  • Responsibility for owning and updating content stored on the Customer Service Knowledge Management tool.
  • Act as a subject matter expert in all Customer Service systems, processes and policies and ensure you provide first level support to Consultants in these areas.
  • Support the Customer Service Operations Team and Training Manager at the regional level by implementing key Customer Service strategy and other Brand priorities as required.
  • Knowledge and application of relevant Learning and Development theory to develop self, and to enhance and elevate the quality of training interventions.
  • Awareness of Contact Centre Operations, proactively organising all activity in accordance with regional service level agreements and in collaboration with local management teams.
  • Partner with the local Resourcing Team, assisting with recruitment and assessment centre activities when required.
  • Drive productivity, adherence and sales through targeted training and communications.
  • Ensure to update and maintain the Global Training Plan, communicating this to leadership on a regular basis

PERSONAL PROFILE

  • Competent and effective training delivery.
  • Knowledge and/or experience of key Learning & Development / behavioural training theory.
  • Excellent written and verbal communication skills.
  • Confident presentation skills.
  • Strong organisational skills
  • Excellent attention to detail
  • International experience and / or Luxury brand experience desirable
  • Demonstrable experience in supporting front line staff and coaching and developing team members in a contact centre environment preferable.
  • Passionate about Burberry Products and Brand
  • Able to work collaboratively
  • Self-motivated, proactive
  • Excellent Team player
  • Sharp mind with an ability to learn quickly
  • Ability to work to deadlines.
  • Be available to work flexible shifts.
  • Passionate about delivering a sensational Customer Service experience.
  • Proactively seeks out feedback, always looking to develop and improve.

FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

Posting Notes: USA || Nevada (US-NV) || Las Vegas || Customer Resources || Customer Service || n/a ||

About Burberry Limited

Find Burberry's complete line of designer handbags, men's and women's clothing, and accessories at the Burberry official online store.

This company profile was created by AfterCollege and is about Burberry Limited. This page is not endorsed by or affiliated with Burberry Limited. For questions regarding company profiles, please email: care@aftercollege.com.