Salary: £25,000 - £28,000
Location: Reigate/Manchester UK
Job type: Full time
Line Manager: Training Manager/Head of Training


The Company

Infinity is an advanced analytics and call tracking service. Since our launch in 2010, we’ve established ourselves as a market leader with an innovative and exciting product attracting a number of well-known brands.

With annual revenues £7m+ and significantly growing, the firm is already hugely profitable with 800+ clients and employs 70+ people across London, Reigate, Baltimore & California USA and Spain. We see a huge potential in the cloud contact centre market and the convergence of the requirements of marketing, sales, service/support and operational teams.

We are obsessed with cutting-edge technology and continuously finding ways to make our products even better. Success is part of our culture, we promote passion, team-working and fun! Our people share our company values (Impact, Working Smart and Daring/Fun/Positive Energy) which translates into our clients’ experience.

Profile of Role 

The Infinity Training Coordinator will primarily support in the planning and coordination of both internal and customer training programmes. Day to day tasks will involve working closely with other members of the team to ensure that training needs are identified and training is scheduled and reported on correctly. This role will also include the management of a variety of training resources both on and off line.

We will invest heavily in supporting you to become a product expert and built your skills as a Trainer over time. Full product and technical training will be provided in order to help you to build strong relationships with customers and colleagues at all levels, demonstrate excellent written and verbal communication and be confident in identifying training needs and optimisation opportunities.

Key Responsibilities

Training Co-Ordination and Planning

• Co-ordinate the training calendar, taking responsibility for scheduling new starter and internal training sessions, including updating new starter tracker, sending invites, resources and follow ups. Responsible for the short- and long-term diary planning of internal training sessions
• Update the wider business on training activities through sharing training programme(s) on the relevant comms channels (Teams, Hr Platform, Asana, Salesforce)
• Support with a ‘push’ training strategy through identifying customers who require training based on levels of risk or their stage in the customer journey (onboarding/renewals etc).
• Scope customer training needs by working closely with other customer facing teams, researching a customer account and identifying ways to enhance the customer experience through suggesting optimisation opportunities. This will include taking part in scoping calls, auditing customer accounts and liaising with other members of the wider business
• Be a proactive part in developing a culture of feedback through sharing feedback with colleagues and being open to receiving feedback
• Produce well-structured and brand centric training presentations and resources ahead of customer sessions, using information from the scope call to tailor the training se
• Schedule customer follow ups at pre agreed points in their journey to identify and drive future training opportunities

Training Content and Delivery

• Take ownership of Training content within Sharepoint including keeping all resources, decks and materials up to date and within a clear folder management structure
• Keep all internal customer and document management systems up to date and ensure all daily activity is captured and recorded correctly, in-line with departmental processes
• Update training decks and packs based on new product launches and product updates
• Support with the management and ongoing maintenance of digital content including the Campus. Review content and support in the facilitation of Campus updates where required
• Be proactive in your approach to becoming a product expert and enhancing your training skills in order to be able to support with and deliver both internal and external training where required.
• Focus on growth of skills in order to be able to deliver both internal and customer training sessions over time

Metrics and Information

• Take responsibility for generating feedback opportunities by co-ordinating post session feedback requests, follow ups and sharing the data within the team. Drive feedback targets and identify new ways to capture and report on the effectiveness of sessions.
• Ensure that all relevant training session information is recorded in Salesforce and with the relevant stakeholders both pre and post training
• Keep all internal customer and document management systems up to date and ensure all daily activity is captured and recorded correctly, in-line with departmental processes
• Update SharePoint with customer research notes, presentation slides and recording

About the person

• Enthusiastic with a willingness to learn and progress

• Excellent attention to detail

• Excellent organisation and time management skills

• Ability to keep on top of tasks in a fast-paced environment

• A proven track record of organising and co-ordinating resources and people across a customer facing team

• Desire to grow and build experience as a Training Specialist

• Be committed to supporting in the growth and development of the Training Team

• Ability to build and maintain strong relationships with colleagues and stakeholders

• Excellent written and verbal communication skills

• Proactive in keeping knowledge and skills up to date

• A valued team member who upholds Infinity values and professional integrity

• Experience with using Salesforce or other CRM systems

• Experience with MS Teams is preferred

Benefits you can enjoy

• 25 days holiday (with the option to buy up to an additional 5 days per year)
• Private single medical insurance
• Employee Assistance Programme
• Life Assurance (4x Salary)
• Enhanced Maternity and Paternity Pay
• Tech Scheme Loan (of up to £2,000 per year)
• Ride to Work Scheme
• Season Ticket Loan
• Dedicated annual company and team social budget