Working as a lead trainer in a variety of locations throughout Cheshire and Merseyside, I am responsible for the delivery and initial assessment of four QCF (NVQ) qualifications in customer service and employability to classes of between 10 and 20 delegates and the induction and training of new trainers into the business. This is a challenging yet rewarding role as there is a variety of skill sets and abilities in my groups who have different needs and requirements from the course. I use a variety of training methods to ensure all group members are included and I focus upon personal goals and signpost accordingly to empower my customers to achieve their full potential. I am also responsible for guaranteeing repeat business and for the recruitment of new groups. I’ve achieved excellent fill rates from previous customers word of mouth and excellent conversion rates into job roles.

Working as a mobile trainer, this role was to engage, motivate and inspire delegates to partake in training sessions designed to get people back to work using Universal Job Match, JCP’s job search and monitoring tool. This challenging course allowed me to utilise all of my training and sales experience as I was often faced with delegates who had never used a computer before or attended under duress. I was responsible for amending and updating the Digital Inclusion training pack to ensure it was fit for purpose and reflected any changes made to the website. I received excellent feedback from customers and management alike.

I am currently working on a short term contract within the business systems and new starter team due to finish mid October.This role involves having a fresh eye review of existing training solutions and its material, supporting programme development and ensuring it is fit for purpose and truly meeting the needs of the business whilst embedding and living the Sodexo core values of service spirit, team spirit and spirit of progress. Putting forward proposals for improvement or change and supporting management with its positive implementation. This is achieved by working in a consultative and partnership manner. The role has given me the opportunity to practice my expertise in sales, delivery and customer service. I receive excellent feedback from my customers across the seven segments of the business. Facilitating the learning of our new and existing colleagues and supporting the mobilisation of our new contracts throughout the UK and Ireland to be as smooth as possible. Training solutions delivered include: Corporate Induction, a bespoke, on request course for new and existing sites, Customer Service / Sales course of which I was instrumental in its design and delivery; putting in place a tool for measurement to support tangible evidence of excellent customer service and an increase in sales profit in full support of Ambition 2015.Key Achievements•Excellent feedback and improved sales records once my sales course had been delivered. This course is now part of Sodexo UK’s training portfolio.•Excellent quality scores from delegates and manager.•Trusted to re-design and amend several courses to ensure best practice.

Synapse works with employers to create a programme which is unique to them and built around their people and their business needs. We are experts in vocational training and specialise in developing training programmes to deliver qualifications key to your business.Our aim is to improve the skills and capabilities of young people and adults across the UK. We achieve this through delivery of high quality work-based learning programmes, and by working in partnership with employers, educationalists, government and individual learners.Our approach allows us to really understand our customers’ needs and by building on this knowledge and insight, we develop long-term relationships with our customers. Together, we produce a world class workforce development strategy. We have a team of more than 600 highly trained members based all over the UK. They combine the complementary skills of qualified educators, verifiers and assessors and between them, they deliver innovative training in the way employers want it, government want it, and funding bodies need it. Working with leading clients like Vodafone, Morrisons, DHL, Bhs, Phones 4u and many more, they are of the highest calibre and a testament to the Elmfield Training quality service offering

I left this role when I was offered voluntary redundancy to allow me to travel; then look for a new challenge. The role involved training a number of lines of business including business sales and service, corporate, BTLB (BT Local Business), and BT Mobile as well as external partners such as MatP and Azzuri.The training classes ranged from individual coaching to classes of up to 25 people. The role was based in the Warrington site but involved extensive UK travel to many BT sites. The training courses I ran were predominately sales courses, new entrant, behavioural (soft skills), upskill, new product, acquisitions & defence and Systems training, i.e. Siebel / Smart. I am confident in delivering to all levels of organisation from new entrant advisors to contact centre managers and directors.Key Achievements• I have provided training needs analysis to the Business Acquisition and Mobile teams. I shadowed key members of these teams including advisors, managers and centre managers to ensure I gained an insight into their roles and training requirements. A key area that arose was new entrants who were receiving informal training from existing staff. The training pack wasn’t L&D approved so I reviewed and amended the material to the appropriate standard. To achieve this I designed new material and produced a full new entrant training course for future use. • I was the lead role in the creation of a new campaign to defend against competition in the marketplace. My role was to create the right behavioural and systems training for a new Line of Business opened to meet Ofcom’s requirements regarding competition. The training was a pivotal success to the campaign and presently the Acquisitions/COT teams are the largest revenue generating teams within the Business Sales portfolio.