Role Profile
Job Title: Customer Service Directorate Trainer
Department/Directorate: Housing Team/Customer Services
Reporting to: Head of Customer Service
Authority Level of Expenditure Sign-off: None (but team training budget will be devolved to role)
Role Purpose:
The Customer Service Directorate [CSD] Trainer will develop and coordinate the induction training for all
CSD new starters. They will lead on the design and delivery of departmental and core systems training.
They will work with Subject Matter Experts [SME’s] across the organisation to design and co-ordinate the
specialist housing knowledge required to deliver and manage exceptional landlord services. The CSD
trainers will deliver limited soft skills training with input from external specialists.
The CSD trainer will train, develop and assess new starters across the CSD and develop a sign off process to
confirm that new starters are at the required Catalyst standard for engaging with customers.
The CSD trainer will regularly review and provide advice and interventions in relation to consistent best
utilisation of systems.
The CSD trainer will develop ongoing training solutions to ensure that colleagues in CSD are continually
refreshing and developing both technical and soft skills as well as ensuring opportunities for ongoing
professional development.
Key Accountabilities
Own the design, delivery, co-ordination and evaluation of the CSD training plan for all new starters in the
CSD.
Design, coordinate and deliver induction training for all new colleagues across the CSD. It will be essential
to combine the Catalyst Way alongside consistent delivery of legislation, policy and procedure into this
training.
Develop a skills and knowledge matrix and gap analysis for CSD colleagues ensuring there is a clear training
progression plan from new starter to experienced team member.
Work with key directorate managers to ensure that key Housing Team members are making the required
progress towards the IRPM [Institute of Registered Property Managers] Associate qualification - where this
is required.
Coordinate, record, monitor and evaluate training delivery and work with colleagues in People and
Organisational Development (POD) to record this centrally on people’s personal development records.
Carry out regular needs analysis and trend evaluation of capacity and ability within the CSD around training
need (both personal development and operational) and develop training to meet emerging trends or
needs.
Identify innovative new training opportunities which is intelligence led, for example, through customer
feedback, census data or emerging new areas of operation and new and innovative tools and methods of
training delivery.
Design training and coaching materials and methods to meet recognised learning styles and specific roles.
CSD Trainer Reviewed November 2015
Control the directorate training budget. Source, coordinate and help deliver external training where
appropriate, ensuring quality, relevance, value for money and return on investment.
Support directorate managers with facilitation for key team events such as continuous improvement
session and team planning events.
Identify and promote opportunities for Continued Professional development [CPD].
Liaise with specialist internal teams and the management team within the CSD to identify training
requirements, new ways of working or refresher training to improve our performance, speed, efficiency
and accuracy.
Work towards gaining external industry accreditation for the training and development programme.
To be involved in departmental projects or input into wider departmental initiatives to improve Customer
Service / Experience standards.
Skills and Knowledge
To maintain a personal up to date knowledge of sector wide developments and improvements.
Knowledge of new external and internal policies/process/systems that are relevant to the department.
Experienced in training needs analysis, design, and delivery and monitoring the impact of training.
Inspires results through people, performance coaching and personal development training
A ’can do’ attitude is essential to inject fresh thinking and new ideas in an ever changing environment
High level of IT literacy with the ability to learn and use a variety of bespoke systems.
Sound working knowledge of a variety of communication media.
Commercially minded with ability to prioritise training in accordance with business need.
Self-motivated with a flexible attitude and strong attention to detail and the ability to prioritise and work on
multiple projects simultaneously with competing deadlines.
Relationship Management
Influencing and engaging skills, both verbal and written and displays confidence dealing with customers,
stakeholder groups, managers and employees.
Specific Role Competencies
Catalyst Colleague Behaviours
1.
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Makes it easy:
Communicates regularly and effectively with customers and colleagues.
Constructively challenges any barriers to giving the best service to customers.
Accountable and takes ownership for own work, performance and personal development.
Accessible, makes time for others and achieves ‘the way we work together’ standards.
Lives the ‘one team’ culture.
2. Makes it happen:
 Commits to doing their job brilliantly every day.
 Takes responsibility for receiving feedback on own performance and acting on it.
 Delivers what is promised, accurately and efficiently.
CSD Trainer Reviewed November 2015
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Finds the right solution quickly and keeps manager and customers informed.
Decisive and quick to respond to customers and colleagues.
3. Makes a difference:
 Achieves things which make a significant and positive impact on customers, colleagues and the
business.
 Is a great colleague and manages impact on others even when under pressure.
 Supports the company vision and demonstrates the Catalyst Way both in word and action.
 Keeps up to date with what’s going on inside and outside of Catalyst and uses this information to make
a difference.
 ‘Skates to where the puck will be’ (anticipates what’s ahead and takes appropriate action).
Staff are responsible for their own Health & Safety, ensuring a safe working environment for colleagues
CSD Trainer Reviewed November 2015