Onsite Trainer
Job description
Summary
Salary: £30,928.24
Grade: PO
Contract Type: Permanent
Location: Field based - Colchester/Ipswich
Reporting to: Onsite Training Team Leader
Division: Training Delivery
The Purpose of the Role
The Onsite Trainers, will be responsible for delivering retail class training, on site with Post Office network. Being spread nationally the training team will be deployed in to branches to deliver the training and inductions of new Postmasters who have been recruited to grow the Post Office network. Also, as part of the role the Onsite Trainers will be working on site with existing Postmasters who at times need upskilling in Post Office matters and customer service techniques ensuring the existing Postmasters are constantly developing there Post Office skill sets.
The onsite trainers will be one of the key faces in ensuring our network is fit for the future for Postmasters and our customers.
Principal Accountabilities
- Delivering training on site to Postmasters
- Inducting new Postmasters and being on site for the opening, set up and go live of new branches, ensuring money value is correct.
- Working with existing branches to provide training where required or requested
- Upskilling teams and Postmasters on complex Post Office transactions
- Working within the regional teams and Business Support Managers to understand where training is required
- Taking ownership in the training part of delivering the area training plan
- Deploying training across the region and taking ownership across a group of branches ensuring the training needs are met for these branches
- Making follow up visits and ensuring any training interventions are followed up and tracked through to resolution
- Ensure effective and quality delivery of training in accordance with agreed standards and customer requirements
- Ensuring all training documentation is received in branch and the Postmasters have everything required to perform the role
- Certifying that stocktake is completed thoroughly
- Identify any gaps in the training process and make recommendations of improvements
Qualifications, Experience & Skills
- Must have a solid training background
- Effective leadership skills with a passion for developing people
- Ability to work independently
- Strong communication skills
- Excellent organisational skills inc. the ability to plan and prioritise workloads.
- Experience of managing customer relationships
- Good team worker – demonstrate flexibility and the ability to embrace changing work situations. A positive and highly motivated approach to meeting challenging situations with resilience and tenacity is essential
- Ensure effective and quality delivery of activity in accordance with agreed standards and customer requirements
- Responsible for the specialist training for all new operators and Crown office staff
- Excellent interpersonal, telephone and written skills
- Trustworthy and professional and be able to operate in a highly confidential environment
- Demonstrate and role model Post Office behaviours
- Flexible and adaptable with a ‘can do’ approach
- Strong team player, highly motivated and demonstrates a positive mindset
- To effectively maintain relationships with key internal and external stakeholders
About Post Office
The Post Office has thrived at the heart of high streets and local communities across the UK for over 370 years. As one of the country’s most trusted brands, we take our commitment to providing essential services to customers across the UK very seriously. We’re the UK’s largest retail network, as well as the largest financial services provider in the UK, with over 11,600 branches nationwide – more than all of the UK’s banks and building societies put together.
We know that the best way to provide a great service for customers is to evolve our business and adapt to their changing needs. That’s why we have a range of over 170 products and services, from personal financial services like banking, insurance, payments and travel money, to telecoms and, of course, mails. And we’re improving our online and in store experience for customers. We know that our customers never stop changing, so neither will we. We're here, in person, for the people who rely on us.
Our Ways of Working underpin everything we do, they are the “How” of our business strategy. They differentiate our business and aim to inspire great behaviours and align our colleagues around specific actions in order to be the organisation we want to be, and achieve our business goals.
By living the Ways of Working each day, you will help make that vision a reality and enable our cultural transformation. In short: Working in partnership, as one team, we deliver amazing results!
The Post Office embraces diversity and inclusion in the workplace and actively promote working without discrimination. We are also a Disability Confident Employer and are committed to interviewing disabled people who meet our minimum criteria for the job.
