Customer Experience Trainer

Swindon
Standard / Permanent
Job Family:
Customer relationship management
Experience level:
Not indicated
Reference number:
BIR19023006
Mission:

About us

We are Europe’s No.1 vehicle leasing provider with a clear vision for sustainable mobility. Mobility is as simple as someone moving from point A to point B, however and whenever they chose. Research shows us that for 2021 and beyond, developing existing products and introducing new ones into the mix is what our customers want.

Luckily, at Arval, we have an excellent pedigree in mobility. Listening, changing and evolving are also strengths that we’re proud to shout about. With our new Arval Beyond strategy, we look forward to offering the sustainable, flexible and cost effective solutions our customers want. We are proud to say that our customers will continue to be our priority.

Culturally, we are a friendly bunch - more human, than corporate. We expect a lot but know that works both ways so offer our Journey Makers all the support they need. Going forward this will include a flexible approach with split office/ home working options too. When we are back in, you will find our offices inviting, relaxed and refreshing.

About the role 

This is a role that sits within our exciting and challenging Customer Experience (CX) Team with the key objective of helping to rewire our business around the customer to deliver the service they want in the way they want it.

Your role will be to provide specialist training support and long-term development to all employees in our business and help deliver the evolution of our Arval CX Strategy.

Working with key stakeholders and the CX team, you will undertake GAP Analysis activity, mini TNAs and focus on the delivery of the overall mission of enabling our business to become truly customer centric.  In short, this role is the glue that helps build the bridge to cover the gap between where we are and where we want to be!

Through your training programmes, you will also help embed a culture of continuous improvement to guarantee efficiencies and improvements in the customer journey.

You will work in close partnership with our UK Learning and Development Team, as well as our other on-department trainers - who as adopted team members, all benefit from shared expertise, tools, resource that our award winning team offers. 

Our UK L&D Team have been working hard to put social learning on the map and evolve our learning culture to meet the needs of our future world. We’re extremely proud of our Employee Brand (we’re all Journey Makers!) and we’ve built an ambitious Learning and Development strategy that will help our People thrive. The last 12 months have changed many things, so we’re diving right into delivering training solutions to cover every possible learning style – and topic – in every possible format we can think of. We’re focussing heavily on an analytics and data led approach, where we place Value of Investment in front of Return on Investment for our learning strategy.

You will be an engaging facilitator and trainer who is passionate about the customer! You will need to embrace our CX strategy and principles and keep them at the heart of all you create and do. You will need to be comfortable in working with demanding stakeholders, a wide variety of learners and wow everyone with your superb approach to delivery. You will need to be able to deliver training in virtual classrooms as well as physical spaces and be willing to be creative, whether that be a, star and lead on video, a presenter on a podcast or feature in a short learning film which we can host on our dedicated platforms.

 

Who we are looking for?

Not shy to share your thoughts in a constructive fashion, you will be comfortable in a corporate environment and will understand the complexities of working for a matrix style organisation. You will welcome ownership and accountability, be creative and solution focussed. Above all, you must love delivering exceptional customer service. Going the extra mile is what you live for!

Already qualified, or studying your CIPD or equivalent, with a background in Customer Service or L&D, you will need to conceptually “get it”. Reciting theory is one thing – but you will be well on your way to bringing this theory to practical, operational life in a fast paced, no nonsense, customer centric organisation.

You will need to take those conceptual skills and apply them to deliver our CX Strategy, embracing all our internal methodologies and bringing all your stakeholders along for the journey.

What’s in it for you?

Our office environment is welcoming and you will be given the perfect setting to do your work to the high standard you want, as well as the opportunities to develop your own career. Who knows what doors might open for you…

 You will join fast paced and energetic CX Team, and partner with our HR team – both teams are an excellent mix of new and longer serving members, all determined to improve the service we offer all our customers.

We are a friendly bunch who work incredibly hard but never forget to have fun in the process.

Our employees are really important to us and being owned by a bank we all benefit from some excellent perks.

  • Private Healthcare
  • Life Assurance
  • Company Pension (the company will add in up to 10% into your pension pot every month)
  • Annual bonus (up to £1,725 p/a)
  • 25 days holiday (plus bank holidays)
  • Competitive basic salary (up to £32.5k)
  • Volunteering Days
  • Many future career options
  • Charity Fundraising
  • Free Gym and classes (when we open these again)
  • Hybrid Working options

Here’s a recent video we put together that shows life at Arval:

https://youtu.be/dwYJZ1WfGno

At Arval, we celebrate the diverse nature of our customers and so strive to develop diverse teams in which everyone feels safe to be their authentic self. This means we actively encourage people from underrepresented backgrounds to apply and we do not discriminate based on race, colour, religion, gender, gender identity, sexual orientation, national origin, genetics, marital status, disability or age. We are a family-friendly employer with a culture based on trust, autonomy and flexibility and believe everyone has a voice and the opportunity to make an impact.

About Arval BNP Paribas:

Founded in 1989 and fully owned by BNP Paribas, Arval specialises in full service vehicle leasing. Arval offers its customers – large international corporates, SMEs and professionals – tailored solutions that optimise their employees’ mobility and outsource the risks associated with fleet management. Expert advice and service quality, which are the foundations of Arval’s customer promise, are delivered in 29 countries by over 6,500 employees. Arval’s total leased fleet adds up to 1,103,835 vehicles throughout the world (December 2017).

Arval is a founding member of the Element-Arval Global Alliance, the longest standing strategic alliance in the fleet management industry and the worldwide leader with 3 million vehicles in 50 countries. Within BNP Paribas, Arval belongs to the Retail Banking core activity.