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Customer Success/Trainer

Capita

BB73BL

Permanent

£0 - £70000/annum

BB73BL

Posted: 21/11/2021

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Join us as a Customer Success Manager/Trainer with Rentokil

(Gatwick/Remote, 12 months, 1 day on site)

ABOUT CAPITA

At Capita, we support clients across a range of sectors, including local Government, central Government, education, transport, health, life and pensions, insurance, and other private sector organisations. We support with expertise applied by the talent across our business in combination with technology, insight and analytics to keep our clients ahead of change, sharper than competitors and more efficient than ever – and we always need new talent to help us achieve our goals.

THE CLIENT

Rentokil initial is a major player in the Business Services sector, operating throughout the world employing over 38,000 people in 60 countries. The company is committed to the use of technology for a major improvement programme. With over 1800 local service teams across the world covering 91% of global GDP in over 90 of the world’s 100 largest cities across North America, Europe, UK and the Rest of World. Asia and the Pacific. Operating in over 80 countries, approximately 90% of our revenues are derived outside of the UK.

Recent winner of Britain’s best workplace 2019

THE ROLE

This is a functional role within the IT Product Teams for the business function of Rentokil Initial. Reporting to the Programme director along with our country managers, the successful candidate will be tasked with delivering training for the adoption of a new Customer Complaints Management (CCM) software across our European counterparts (Travel required). You will be responsible for ensuring that the training interventions meet the needs of the local business areas (European market) and are aligned with the desired business outcomes/benefits of the Programme, via the development and implementation of the comprehensive Training Approach and Plan.

ROLE REQUIREMENTS:

Design and deliver learning and development interventions

Working closely with the delivery team to coach and activate European counterparts

Teaching/coaching European partners (setting up pilots, running demos)

Establish training needs and requirements by collaborating with key stakeholders

Work with the team to ensure the Training Plan is a comprehensive training plan to include induction and local training needs, for all users across directorates, as well as effective monitoring of delivery against the plan.

Reviewing Training material post releases, or annually. Including creating and running a plan to update priority items in a timely manner.

Presents in-person and online training sessions or arranges others to do so via a train-the-trainer approach. (Travel required)

ESSENTIAL CRITERIA:

Consistent track record in delivering training programs: development and delivery

Training the team on the new CCM system

Preparation/planning of training

Training analysis, drafting training approaches, and creation and maintenance of training plans 

Ability to handle resistance and change

Strong communication skills – Written and Verbal

Able to effectively engage a wide range of stakeholders at all levels

Desirable - Experience of change programmes/business change

Highly desirable – Training of relevant CRM tools

DESIRABLE CRITERIA:

Experience of working in a Training role within change programmes.

Experience of change programmes/business change.

Experience gained of working within the UK financial services industry and/or technology/software background

We look forward to hearing from you and wish you the very best of luck with your application

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