Training and Development Executive

New Staff Training:

• Preparation for new starters – file / training documentation
• Create training timeline / schedule
• Set up other pertinent departments overviews (Position specific)
• New trainees – initial 2 weeks with progressive handover (12week training – probationary period) – covering
• All procedures
• All processes
• OOH training
• Job checking, call quality using live examples of poor quality – Checking every registration trainees touch and raise QAs if necessary.
• QA analysis & Feedback
• On job monitoring/assistance – Training (10week shadowing)
• Running reports and preparing stats for weekly meetings – Running ‘jobs booked report’ and ‘QA report’ and building Training personnel file weekly – for the time being these needs to be electronic and manual.
• Weekly training meetings – prepare / conduct / minute
• Creation of new training material to include reference docs and question banks.

Ongoing Staff Training and Development:

• Cross department training
• Ensure that any new training documentation is distributed to existing team members and knowledge is spread.
• Ad-hoc procedure updates and bulletins – initiatives – i.e. APPy Hours – APPy Mondays etc
• QA report – these are sent to team members – performance feedback at 1-2-1 by manager.
• Liaise with customer service/IT to ensure all client and system changes are distributed into the team and documentation

Quality Control:

• Call quality
• Finding and marking 4x calls per week for each staff member in maintenance team
• Facilitate resource availability to ensure the team have time to mark calls
• Managing feedback meetings for call quality (1-2-1 5-10min feedback session)
• Implementation of documents provided for training to ensure staff are working to the same level
• Annual review of CQ sheet for all areas and ensure that content is still applicable and achievable – schedule the review for December each year (Utilise December as quiet time).
• QA management and assessment – review all QA’s across operations and identify trends and monitor performance, i.e. improvement or not – feedback to monthly 1-2-1 meetings with a view to covering QA’s with individuals on a weekly basis.

Additional Support:

Daily assistance and support with Control Centre activity to include:

• Answering inbound calls presented within the agreed business KPI’s.
• Deliver a personal service to all customers, facilitating their vehicle and driver related requirements within the clients’ agreed parameters.
• Managing the daily task allocation within the operating system, planning prioritising and demonstrating effective time management to ensure all planned activities are executed.
• Contribution to the identification of potential improvements in processes or system enhancements that would improve our ability to deliver exceptional service.
• Diary, task, activity and action point management in Outlook and the operating system.
• Adherence to the Information Security Management System, raising concerns with the Data Protection Officer.
• Management and completion of projects delegated by the Leadership Team