Service Support Training Manager (Field and Office Based)
Job title: Service Support Training Manager (Field and Office Based)
Nectere is the leading Office Product Dealer Services company in the UK and Ireland, undergoing substantial growth as we continue to attract Dealers with our innovative service offering. To this end, we will be improving the service support and training we offer our Dealer Partners, both at their own offices as well as at our Head Office in Birmingham, ensuring they take and receive full use of every part of our service provision.
Job purpose:·To work with our Partners to review their understanding and utilisation of nectere processes, ensuring maximisation of output for all parties.·To undertake knowledge related gap analysis sessions and develop training/coaching/support packages to aid our Partners in achieving the best outcomes from the service model provided by nectere.·To measure effectiveness of support sessions, working with other nectere departments to strengthen processes and opportunities.·To deliver training/coaching/support packages to maximise adoption of nectere’s processes to further business growth.
Position in Organisation
The Service Support Training Manager will be a crucial member of the nectere Partner relationship and quality functions of the business.
The role will require close working with the regional Business Development Managers, Central Services Department (query resolution and central communications) and our Partners ensuring evaluations, lessons learned and improvement plans are identified and implemented on quality and potential business growth opportunities.
Main Duties and Responsibilities:
Quality Assurance·Provide support to our Partners and operational staff in reviewing current processes and identifying knowledge gaps.·Be instrumental in the design, delivery and evaluation of coaching/support packages to ensure maximisation of business opportunities and better utilisation of all aspects of the nectere service model.- Develop and implement a consistent and centralised guidance support documentation portal.·Mentor Partners and nectere staff on implementation of improvements and enhancements to processes.·Create review timelines to re-evaluate success of coaching/support sessions against original key objectives.·Work with all stakeholders to deliver a standardised service model and process that work for all.·Mentor and coach nectere Managers, In particular Business Managers, to assist with best practice guidance and support for our Partners.·Acquire and analyse feedback to identify gaps and key opportunities to enhance training packages, documentation and support.·Analyse trends in feedback to ensure evidence based strategic business development.·Contribute to the development of enhanced service models and their promotion across the business.
Partner Involvement·Provide support to all key personnel in engagement with existing and new Partners about the development and delivery of services, promoting business wide initiatives.·Promote the use of systems, guidelines and protocols that support involvement and collaborative working with Partners and nectere staff.
Development·To maintain local and current information libraries to support service quality and improvement opportunities.·Under the direction of the Operations and Sales Directors, to coach, mentor and support Business Development Managers, to work within best practice policies/processes, assisting in strengthen consistency of approach.·To build and maintain external Business Dealer relationships.·Ensure establish and shared good practice/lessons learned are filtered to all, to enhance overall business success and output.
Communications and working relationships:
Accountable to: Operations Director/Central Services & Training Manager
Responsible for: Overall management of quality levels; analysis to identify lesson learned strategies; ensuring consistent working practices; identifying training needs and business growth opportunities, delivery of training packages to maximise the above.
Communicates with: nectere Partners, Directors, Business Development Managers, nectere staff.
Knowledge, Qualifications, Skills and Expertise required:
Essential:·Strong process based quality assurance background to enable identification of improvement potential and action appropriately·Strong knowledge of business development·Previous experience with coaching and mentoring and training·Full UK Driving License
Desirable:·Understanding of Office Supplies industry in the UK and ROI.
£28,000 – £31,000 + Car
40 hours, Monday to Friday