Global Customer Care Training Manager
Reporting in to: Head of Customer Care Training, Quality & OperationsBrief summary of the role:
The FT prides itself on delivering outstanding, proactive and engaging customer care to its global readership. In order to do so, our front line customer care (CC) teams must receive the highest quality training.
Working in a global capacity, the focus of the role will be on ensuring our CC front line customer-facing teams, both inbound and outbound, internal and outsourced, are consistently equipped with the skills and knowledge to deliver our mission of ‘engaging and retaining our customers by providing outstanding customer care 100% of the time’ and supporting the delivery of the FT’s key metric of Lifetime Value (LTV).
In this role you will:
Line manage the global CC training team through coaching, objective setting, quarterly performance reviews and career development ensuring that the team is structured appropriately to deliver the CC objectives
Work closely with the Senior Operational Team to agree and deliver the yearly training strategy, needs and priorities in order to deliver the CC operational and commercial KPIs. Providing regular updates and adapting training plans to operational requirements as necessary.
Orchestrate the design, delivery, and evaluation of bespoke training and supporting materials in order to improve and support the performance of frontline CC teams, including:
Regular review and adaptation of the front line onboarding programme, working closely with the operational teams to ensure continued relevance and impact
Define and support a structured development plan for front line staff to improve skills during the first year of their tenure
Product training that ensures our teams keep abreast of new and updated features
System training when new technology is developed or updated.
Channel specific training that provides our frontline teams with the skills to adapt their service to the channel on which the customer has contacted us in the most efficient and effective way
Soft skills training that support subscriber retention and LTV, ensuring that the programme can be adapted to all channels
Ensure that, wherever possible, eLearning solutions are created to enable more flexible and remote training solutions for our global teams.
Ensure that all training is consistent globally across print and digital
Support the recruitment and selection of new front line CC and CX staff
Create training solutions that appropriately utilise the skills of CC teams, FT L&D team, external resources and industry experts
You'll bring to the role:
Passion and flair for training, particularly within a customer service environment
Passion for news and media
Excellent leadership & coaching skills
Track record in designing and executing successful training programs
Understanding of adult learning principles and their application
Ability to plan, multi-task and manage time effectively
Experience of working with global remote teams using excellent communication and collaboration skills, and cultural sensitivity
A background in subscription or membership industry
Development of instructor manuals
Experience of creating and working with eLearning products
Experience of training through gamification
Excellent Google Suite skills