Our client is a progressive and well respected provide of Serviced Office space throughout central London. They own and manage many sites in desirable locations in the City and west-end and have an immediate requirement for an in house trainer.
Work with the HR Business Partners, Head of Operations and Area General Managers to determine skill-gaps and training opportunities to improve individual PDP’s, team objectives and centre targets
Recommend, design and develop implementation of training programs / modules designed to empower the company to meet its business objectives, particularly in reducing customer churn and increasing employee retention
Work collaboratively with the management team to understand individual centre-needs to ensure the centre can obtain year-end targets through employee performance.
Critical to success is empower new-employees to take initiative and pride in their appointed role
Identify and assess current training needs through reviewing job analysis, career successions, annual performance appraisals and consultations with the line managers.
Develop current and effective learning and development
Design engaging, relevant and inspiring training content incorporating a variety of methodologies keeping your audience at the forefront i.e. virtual, mobile, intra-net, online, web-based training
Conduct engaging induction sessions
Conduct training modules
Monitor and gauge the effectiveness of the training modules and programmes by implementing real-time and real-value measures
Create bite-size training to provide and deliver immediate individual and team results
Report on ROI for training programmes
Create, monitor and manage training budget
Collectively collaborate with our external training partners to develop on-going training sessions
Support management team on additional coaching to support employee through training modules through to succession
Work with the Marketing team to assist in training collateral and in-keeping with branding
Provide monthly Exco reports to the Board of Directors on training performance and related projects.
Work closely with the apprenticeship schemes and associated colleges
Undertake other relevant duties to support the development of the employees within the business
Essential Key Competencies
Minimum 3+ years’ training management experience within in a similar business environment i.e. serviced offices (desirable)
Track record in designing and executing successful training programs
Working knowledge of various training methodologies
Experience in customer service training from a 5-star environment (desirable)
Passion for delivering a quality-orientated customer service
Ability to demonstrate cooperation, collaboration and have a proactive team-work ethic
Demonstrate the ability to anticipate the (unexpressed) needs of a customer
Ability to plan, forecast and organise their schedule to meet demands of the role
Ability to multi-task and deal with a fast changing work environment
Efficient, organised, ability to prioritise workload, and multi-task
Clear communicator, ability to constructively use positive language, empathic, discreet
Lead by example
Confidence and willingness to take full ownership of your job role
Courage to communicate errors, provide feedback and speak-up
Ability to react rationally and calmly under pressure
High level of creativity, energy and resolve BS degree in education, human resources or relevant field - desirable.
Competent user of Microsoft Office
• Customer-centric • Solution-oriented • Embodies resilience • Champions collaboration and camaraderie
• Acts and speaks with confidence • Empowered by self-development • Celebrates diversity • Ability to forge strong relationship