Training Specialist - Customer Experience

Ranked as one of Ireland’s best workplaces, by Great Place to Work. We are looking for an ambitious Training Specialist to join our team on a full-time basis. The successful candidate will work closely with our Head of Customer Experience and will have the ability to influence & drive improvements across our products and services.Overview of Role:Providing exceptional customer service to our customers is a core value of PrepayPower. To do so, our agents need to be extensively trained on multiple systems and various procedures in a regulated industry. This requires agents to receive both comprehensive onboarding and continuous professional development training. Our Training Specialist will be coming on board at an exciting time for PrepayPower and will have the opportunity to work on building from the ground up a new onboarding training programme for Customer Service agents as we expand our team. Your New Role Responsibilities:Develop and maintain a new hire training curriculum and other content as required for other training requirements.Create structures to ensure that refresher training of key processes is given.Carry out Training Needs Assessments to assess gaps in training requirements.Work with a range of departments to identify and support them with their training needs.Identify training needs to support organisational strategies and needs based on customer feedback in conjunction with the Quality Analyst Essential Experience & Skills to Succeed:Knowledge/experience of working in a busy contact centre environment.Strong experience in learning/development.Excellent communication skillsExperience in creating and delivering large scare training programsDemonstrated understanding and application of effective learning strategiesCareer Incentive & BenefitsCompetitive salary & bonus structurePension Contribution Scheme after twelve months of servicePrepayPower Health Insurance Group Scheme & EAP with Laya HealthcareGreat career progression opportunities in a growing company with strong market growthFast-paced and friendly team environmentContinual training and development21 days annual leave, increasing with service.PrepayPower Staff TariffModern offices with excellent facilities in Sandyford and the flexibility to work remotelyEstablished CSR, Wellness and Social Committees, and great social events.Refer a Friend SchemeTax Saver Travel Tickets & Bike to Work Scheme Prepay Power is the market leader for Pay-As-You-Go electricity and gas in Ireland. We disrupted the energy market in 2011 with one purpose in mind: ‘To give people total control and complete transparency over their electricity costs.’ Over 160,000 customers have already switched to Prepay Power (and we’re still growing!). In a market dominated by semi-states and subsidiaries to large energy multinationals, we are Irish-owned and independent. Our service empowers customers to take control of their energy costs. Rather than the traditional market model of short-term discounts with significant terms attached, we help customers achieve long-term savings on the electricity, gas, and broadband that they use, which counts on every bill. Our approach is different and customer-driven. We pride ourselves on providing customers with an excellent level of service in an operationally efficient manner. PrepayPower is an Equal Opportunity Employer, we believe and treat all our employees, customers, and other stakeholders with dignity and respect.