Customer Experience Centre Training Lead

4 weeks ago

Hamilton, New Zealand Livestock Improvement Corporation Full time

**At a glance**:
**Ref: 45129 | **Hamilton (Newstead) | **Contact Centre/Customer Service Representative | **Experienced | **Full Time | **Customer Experience Training Lead 310821.pdf****:
At LIC, we're proudly NZ's leading agri-tech and dairy herd improvement cooperative. We've been improving the dairy industry for over 100 years with our innovative farming solutions. Today we provide industry-leading genetics and technology products, empowering dairy farmers to create more sustainable and profitable farms.

Our Customer Experience Centre is the hub of knowledge at LIC. The team provide exceptional phone-based service to our farming customers, educating and supporting them through various LIC products and services.

**The Role**

Due to an internal promotion, we now have an opportunity for a Customer Experience Training Lead to join the team The role works closely with the Customer Experience Workforce and Quality team to provide and deliver training and quality assurance across all functions of the Customer Experience Centre.

In this role you'll design and deliver best practice training and quality assurance solutions, which will enable our Customer Experience Reps to deliver an outstanding customer experience to our farmers.

Some of your key responsibilities will include:

- Completing needs analysis to identify, develop and design training and learning solutions for both induction and seasonal training for the Customer Experience Centre
- Collecting reports and maintaining all training data and documentation.
- Use Quality Assurance tracking and reporting to design, and continually improve upon, best practice learning opportunities.

**About You**
- Excellent communication skills and the ability to build strong working relationships.
- Confident and engaging facilitation and public speaking skills.
- Demonstrated customer service experience, ideally from within a call centre environment.
- Strong problem-solving skills.
- Great computer skills, with the ability to pick up new systems quickly.
- Having knowledge of LIC's products and services is also beneficial.

**In Return**

You'll join a supportive, friendly team environment where you are valued and your contribution is appreciated.

In addition to a competitive salary, you'll receive extra leave days, discounted health, life, income and disability insurances, access to our employee shares scheme, wellbeing discounts, free onsite parking, plus more

Our Hamilton office is located in a park-like setting, with tennis court, pool, onsite café and social facilities.

Job code: 45129

Advertising closing: 3 August 2023

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