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Training Coordinator

Posted 13 Sep 2022
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Work experience
2 to 5 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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WE ARE SHELL RECHARGE SOLUTIONS

We are on a mission to enable cleaner transport for all and pave the way for a low-carbon future. We do this by designing and building solutions for charging electric vehicles at home, at work and on the road.

With some of the most passionate and experienced minds by our side, we strive to make charging easy and accessible. Our award-winning services include charge points and a mobile app and charge card, providing access to 275,000 charge points in more than 33 countries.

THE FUNCTION

As part of the customer care leadership team Team, the Training & Development Coordinator will be focussing primarily on the creation and improvement of new and existing training materials. Training materials are created based upon new products and services as set by subject matter experts, to meet requirements as set by the Customer Excellence (CE) Team Leads and to close gaps as identified by the Coaches.

RESPONSIBILITIES

  • Oversee the successful onboarding of new joiners within Customer Excellence
  • Ensure that our agents have the knowledge and soft skills required to handle any customer query regarding past, present and future products, services and processes.

THE SUCCESFUL CANDIDATE WILL BE...

  • When we have a 95% success rate in onboarding new CE employees
  • When our CSAT and NPS results show the success of knowledgeable agents
  • When you are able to train and/or inform all agents within the department 2 weeks before the launch of a new product or service

THEY WILL BE ABLE TO…

  • understand how customers can react to new products and services and incorporate those insights into the training and development strategy.
  • understand how CE Agents feel when they do not have the knowledge to answer customer questions. You will make sure knowledge of past, present and future products, services and processes is easily accessible by our agents.
  • understand Product Managers and software developers: you are comfortable in translating technical information and processes into easy to understand training materials and knowledge base articles.
  • continue working on and improving the collaboration with the Customer Excellence agents who are providing training modules during the onboarding training and with the coaches who identify gaps in knowledge and/or soft skills on agent level.
  • be able to oversee internal communication regarding new and updated products, services and processes and create or adjust training materials and knowledgebase articles where necessary.

THEY WILL HAVE EXPERIENCE OF...

  • pioneering in a newly created (or recently redefined) role,
  • creation of new training content,
  • working in a similar role for 2 to 5 years already and
  • working in agile environments and with kanban boards.

THEY WILL BE SKILLED AT...

  • co-developing new training materials in collaboration with team leads and subject matter experts,
  • evaluating the effectiveness of training materials,
  • identifying knowledge gaps and finding ways to close those gaps,
  • presenting with impact and
  • communicating with colleagues on different levels.

BE PART OF THE CHANGE...

Working at Shell Recharge Solutions means working in a fun, fast-growing international company with big ambitions.

By joining us, you will:

  • Contribute to a more sustainable future;
  • Become an expert in e-mobility;
  • Working in an open and transparent culture with colleagues from all over the world;
  • Receive a competitive salary that matches your experience + bonus;
  • Expected hours: Monday to Friday, 40 hours per week,
  • Holiday 25 days a year plus national holidays;
  • Cell phone, MacBook,
  • Develop your skills and expertise through training.
  • To help you with this, you will receive a personal training budget and set your annual goals with your personal development plan

Being part of NewMotion is being part of a company that is focussing on the future and helps enable a cleaner generation. Everyone who works for NewMotion believes in our services and products and feels engaged with our mission and vision.
Working at NewMotion means..
- Working in a great work environment: NewMotion is a young organisation which means that...


Being part of NewMotion is being part of a company that is focussing on the future and helps enable a cleaner generation. Everyone who works for NewMotion believes in our services and products and feels engaged with our mission and vision.

Working at NewMotion means..
- Working in a great work environment: NewMotion is a young organisation which means that there is plenty of room for initiatives and personal development. Apart from the Friday drinks every week, there are also lot of social activities we do together with the whole organisations or within the different departments.
- Innovation: Since the industry we are operation in is very innovative and new NewMotion is working on new solutions every day in order in develop the smartest ways of charging.
- Working in a divers, international and young environment: People from all over the world are working at NewMotion. Also, the way we work together is quit informal and our organisation is very flat.

Automotive
Amsterdam
240 employees