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Customer Care Trainer at Gousto

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  • London
  • fulltime
  • ₤30000 per year

Shift pattern: Mon - Fri, 9am-6pm, occasional evenings & weekends (when required)

Location: All Sites (Preference London)

About Us

Here at Gousto, we are on a mission to become the UK's favourite way to eat dinner!

Delicious recipes, precise ingredients & a dollop of adventure, delivered to your door. We have invested into our technology, data capability and product to ensure the customer is at the heart of what we do. Every aspect of our business is powered by our passion.

Whether it is innovation through our recipe development, building algorithms to optimise our recipe box journey or devising strategies to reduce plastic and food waste. All our teams play a part in our amazing growth in the UK!

Our DREAM? To be the most-loved way to eat dinner, and for every meal to leave the planet better off. Gousto is changing how people shop, cook and eat food at home. It’s an incredibly exciting time to join our team!

In a business where customers order from us week in week out, our Customer Care team is key in driving customer retention. Our department prides itself on being more than the average contact centre. We take a creative approach to how we structure our CC operation ensuring we have the highest quality of staff plugged into the business’ day to day operations and combine this with Gousto’s superior tech, analytics and data capabilities to keep us industry-leading and providing world-class service to our customers.

We are looking for a Customer Care Trainer to drive continuous improvement across the team and onboard Gousto’s next generation of customer-facing superheroes.

Customer Care Trainer responsibilities include providing on-the-job coaching, developing educational material and organising training sessions for new hires and existing team members. Ultimately, you will make sure our customer care agents develop their skills and knowledge in order to successfully address our customers’ needs.

Core Responsibilities:

  • Develop and maintain training material for use in the Customer Care onboarding programme; slides, videos and assessments etc.
  • Induct all UK new joiners into the team through leading a detailed and immersive training programme and overseeing the onboarding experience.
  • Lead regular train-the trainer sessions with members of our offshore Training teams, and hold regular check-ins to ensure onboarding consistency.
  • Spend time on a weekly basis working through customer contacts to top-up knowledge and contact handling competency.
  • Working with stakeholders from across the business to review, update and embed major changes to our product, process and policy across the Customer Care team. You’ll be the go-to person for change management in our team.
  • Conduct regular knowledge gap analysis with the Training & Quality Manager in order to identify learning opportunities for new and existing members.
  • Design, build and deliver training identified through regular knowledge gap analysis and insights from wider CC management team to support employee training and development.
  • Conduct regular workshops with members across the department around key competency areas (e.g. negotiation, conflict resolution etc).
  • Maintain records throughout the learning calendar year; assessment scores, roleplay matrices, QA and agent engagement.
  • Liaise with other departments to ensure training material is on brand and any required compliance training has been completed by all members of the team.
  • Assess the impact of training sessions on staff performance, customer satisfaction and employee engagement.
  • Work with stakeholders to focus on any areas of improvement with regards to email/chat templates, internal knowledge articles and CC processes.

Key Stakeholders:

You will work closely with various key stakeholders across Gousto, including:

  • Customer Care teams across all locations
  • Subject Matter Experts
  • Customer Solutions
  • External Support Partners/Vendor Manager
  • Customer Care Management Team
  • Analytics

Key Metrics:

Through the delivery of the above expectations, you will contribute to the below primary metrics, as well as all other related CC metrics

  • eNPS
  • CSAT (customer satisfaction)
  • Agent Productivity
  • Compensation per agent
  • Onboarding Curve (speed to competency)

Requirements

  • A proven track record in facilitation, knowledge development and coaching with 1-2 years in a customer care environment.
  • The ability to engage learners at all levels and deliver training through a variety of methods including one-to-one, group discussions, participation, use of visuals and innovative 'games' and activities to keep the trainees engaged
  • A keen problem solver who uses analytical skills to identify and resolve knowledge gaps.
  • A passion for delivering best-in-class customer care.
  • Great communication skills, building strong relationships and being able to influence stakeholders.
  • Strong decision-making ability, proactively sourcing and leveraging data to make informed decisions and implement effective learning solutions
  • Willingness to travel internationally as and when required by the CC Management Team.

Nice to haves:

  • Experience with Zendesk
  • Experience in working with outsourcing partners
  • Experience in building learning material on a Learning Management System.
  • Someone with experience within customer care in the food sector is advantageous but not essential

What’s it like working at Gousto?

All of us are responsible for the success of Gousto. Our guiding values - dream, deliver and care - show our commitment to innovation, our ambition to hit goals at speed, and our deep respect for the people we work with.

Our Values!

Dream

Be confident in your curiosity: think big, aim high and respectfully stand up for what you believe in.

Deliver

We look for effective answers that will have a real impact, take initiative to solve problems and have a healthy impatience for change.

Care

We care about our colleagues, customers and suppliers - they are key to our success - and about where our food comes from, the quality of our ingredients and our impact on the environment.

Benefits

At Gousto we are constantly looking to evolve our benefits for our people. Employees at Gousto are the key ingredient to our success and growth!

Our offices are ergonomically tested for comfort, noise levels and ensuring we have different spaces to collaborate in. Not to mention daily coffee, tea, fruit and ice creams (vegan options too!). We have weekly Friday socials ranging from team updates, birthday celebrations, meet ups and more! Soft drinks, beer, wine and more snacks included! (Well we do love food)

All Gousto employees are offered a benefits package of:

  • Enhanced holiday entitlement that increases with length of service
  • 40% Gousto discount
  • Your first Gousto box FREE
  • 25% Gousto discount for friends and family
  • Gousto Academy training courses
  • Free food & recipes from the test kitchen
  • Gousto stash - hoodie, notepad, mug

For the full Gousto list of benefits just get in touch and we can share all the details!

Equal opportunities

Whether it is creating diversity in our recipes or building new teams, we care about our people and the opportunities they have at Gousto.

We are committed to equality of opportunity across our organisation. At all levels we promote equality, ensuring our people are consistently treated in a fair and equal manner.

Go Gousto!

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