3h ago
Training & Competency Manager - Customer Service
Cardiff
full-timemanager HybridFintech
Description
You will own the end-to-end training strategy for Customer Service Advisors, designing blended learning programs for voice, chat, and email teams, rebuilding onboarding, developing internal talent pipelines, and introducing scalable modern learning methods to support a 24/7 growing team.
Requirements
- Experience in learning design or training delivery
- Experience building blended learning programmes
- Ability to work with senior stakeholders to identify performance gaps
- Strong ownership and project management skills
- Experience in customer service or operations environment preferred
Responsibilities
- Own end-to-end training strategy for frontline Customer Service Advisors
- Design and deliver blended learning programmes across voice, chat, and email
- Rebuild onboarding journey to set advisors up for success
- Develop internal talent pipeline for Team Leader and Ops Manager roles
- Introduce scalable learning methods for 24/7 shift patterns
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