Customer service trainer specifications

General:

Those wishing to be considered as trainers need to contact their local Welcome to Excellence manager or the National Contracts Manager at Tourism South East - Christine Murphy (cmurphy@tourismse.com / 023 8062 5533)

A detailed personal profile must be submitted - this will be checked against the criteria given below by the regional Master trainer:

  • The profile needs to outline past training course delivery experience and in particular highlight current training expertise;
  • Two references must be put forward - these should be from current customers/clients. The regional Master trainer may contact them to ask for references;
  • The regional Master trainer may ask to attend a course that you are delivering;
  • Trainers will be asked to attend for interview with the regional tourism lead;
  • Where applicable, trainers may be requested to attend a Welcome to Excellence course at their own expense. Course participation fees will be covered by the regional tourism lead/national contract holder as relevant (Tourism South East).
 

Welcome Host/Welcome Host Plus/Welcome Host Gold/Delivering Service Excellence/Delivering Service Excellence in Health and Social Care

Essential

  • At least 3 years experience of delivering training and development programmes, and in particular customer care provision, within the service sector including hospitality, leisure, tourism, travel, retail, healthcare, security or other related sectors;
  • Excellent written and verbal communication skills;
  • Working knowledge of tourism and service sector businesses;
  • Professional approach to training delivery;
  • Demonstrate CPD through attendance on courses, work shadowing, membership of relevant association(s)/institutes - eg. CIPD, Tourist Boards;
  • Demonstrate recent delivery of customer service training within the related sectors at Level 2/3;
  • Commitment to equality of opportunity
  • Demonstrate the ability to engage learners at all levels/deliver training through a variety of methods including one-to-one, group discussions, role play, participation, use of audio visuals and innovative 'games' and activities;
  • Ability and experience of delivering training to mixed ability/diverse ethnic groups;
  • Attainment of relevant teaching/training qualifications;
  • Adaptable, flexible, enthusiastic and reliable;
  • Ability to use a range of audio visual training equipment including PowerPoint/lap tops.

Desirable

  • Membership of CIPD;
  • Knowledge and experience of the Welcome to Excellence suite.
 

In addition to the above the following are required in relation to other Welcome to Excellence programmes:

Welcome All

Essential

  • Demonstrate sound knowledge and understanding of the Equalities Act/disability and special needs issues and in particular related to service sector businesses;
  • Ability to deliver Equalities Act/special needs training programme content across all levels of business (owner proprietors/managers/senior managers).

Desirable

  • Recent working links with relevant charitable organisations
 

Welcome International

Essential

  • A-level or equivalent in at least one language other than English (or native speaker);
  • Demonstrate experience and knowledge of working with a range of overseas visitors/ethnically diverse groups;
  • Demonstrate recent experience of delivering training/dealing with ethnically diverse groups/courses involving using foreign language skills.

Desirable

  • Experience of non-European cultures;
 

Welcome Line

Essential

  • Experience of delivering customer service training courses relating to telephone sales/converting business over the telephone and via e-mail.
 

Welcome Management/Lead, Motivate and Succeed

Essential

  • A minimum of two years experience in delivering management and supervisory level training courses;
  • Client base demonstrating current delivery of courses and programmes to businesses/companies and pitched at Level 3/4.

Desirable

  • Qualifications that demonstrate an understanding of management, business and HR techniques.
 

Welcome E-Business/Smarter Marketing

Essential

  • A minimum of two years experience in delivering marketing/e-business type programmes, workshops and courses on a one-to-one and group basis;
  • Excellent working knowledge of Microsoft packages.

Desirable

  • Relevant qualifications in IT/marketing/principles of business operation and e-marketing.
 

Win More Conferences & Events

Essential

  • Demonstrate sound knowledge and understanding of the conference market with experience of delivering sales training and developing sales and marketing plans.
 

Green Edge

Essential

  • A minimum of two years experience delivering courses, workshops and programmes relating to green, sustainable, environmental issues and in particular business benefits/marketing principles;
  • Demonstrate background knowledge and experience of green and environmental issues;
  • Demonstrate experience of working with/advising businesses and companies within a green and sustainable capacity/a sound understanding of business requirements.

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