Advisor Trainer

Position Description This position is to support the training of our outsourced service and sales advisors. Advisor training is critical to the successful delivery of call centre customer service and selling excellence. Training takes three broad forms (1) New Hire Training; (2) Ongoing Follow-up Training and (3) New Processes and Product Training. The position will be based in Electric Ireland's Dublin office in line with ESB's Smart Working arrangements, and with travel to Outsource Partner sites as required. Key Responsibilities Assist in the preparation and distribution of agent training material Deliver training when required to our outsource partners and their agents Report on agent training completed and standards achieved and monitor advisors' skill and knowledge levels. Work closely with our outsourced partners and their training team to ensure timely and effective training delivery and to constantly evolve relevant training content. Provide support to the outsource partner training team when required Build strong relationships with internal Electric Ireland stakeholders to keep abreast of processes, products and existing pain points in order to maintain an up-to-date training syllabus and deliver an ongoing quality training programme Assess training quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with stakeholders to improve training performance. Experience and Qualifications Essential Excellent written, verbal and interpersonal communication skills. A relevant 3rd level qualification or equivalent work experience is essential. Good attention to detail Demonstrable previous customer service experience A courteous nature with strong customer service orientation and empathy for customers The ability to stay calm under pressure Flexibility Eager to learn, initiative taker and problem-solver Experience using SharePoint and creating PowerPoint content Desirable A good working knowledge of Electric Ireland's wide range of energy products, services, policies and processes a distinct advantage Training related qualifications advantageous. A good working knowledge of Electric Ireland's wide range of system applications (CRM7, SFE, Liberty, SAP (SRP, IRP) a distinct advantage Previous experienced in developing and executing training programs an advantage Previous experience of supporting and/or working in a call centre environment Location Based in Electric Ireland Offices in Santry with regular visits to other locations including our service partners located in Cork and Dublin. ESB is committed to smart working - combining digital tools with a culture of trust and empowerment to enable flexible ways of working. The successful candidate may work flexibly within their jurisdiction with attendance at the workplace for in-person collaboration on at least one anchor day per week. All smart working arrangements are subject to manager approval and ongoing review, based on the operational requirements of the role, the team, and the individual. Reporting to Reporting to the Training Manager Electric Ireland. Why Work with Us? Opportunity to lead Ireland's transition tonet zero carbon future Progressive, hybrid working model Career developmentthrough mentoring andtraining Corporate Social Responsibility Opportunities Sports and Social Clubs Networking opportunities Credit Union Generous Pension Access to staff well-being programmes Generous parental leave entitlements Strong values-based and inclusive culture Strong commitment to diversity, equity and inclusion Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted Salary €40,000 - €47,000 depeding on experience. Closing Date 14th Febuary 2025. Note: Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login/Register to apply button below.