Job Description

This role is responsible for customer service, induction, personal development and other related soft skill training programs targeting staff across the flydubai network. This includes, but is not limited to, delivering of training programs, evaluation/assessment of trainees, feedback to trainees as well as review and update of training materials and records.

KEY ACCOUNTABILITIES

Key Activities

• Design and deliver learning interventions that includes classroom training, blended learning and on the job coaching to ensure best practices and enhancement of the employee brand. Duty travel may be required
• Act as Subject Matter Expert on any major projects that need to be launched and establish working relationships with the concerned project owners or line departments to provide an ideal learning solution to support the roll out to the network
• Conduct evaluations and assessments to assess the effective transfer of learning into the workplace to ensure increased organisational effectiveness.
• Provide constructive feedback for trainees where required on matters related to their ability to meet learning standards and objectives.
• Provide face-to-face and written feedback to participants and submit daily, weekly and monthly reports to the Learning and Development Specialist.
• Support the business with on-job training interventions for operational employees as required.
• Responsible for managing pre/post course duties, including attendance records, assessment results and feedback logs.
• Support the Learning and Development Specialist with research, design and update of training interventions.
• Conduct workplace observations in different areas of the business to identify skill and performance gaps and submit reports to the Learning and Development Specialist.

Qualifications

MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLS

Minimum Qualification

• A bachelor’s degree or equivalent value graduate diploma will be an advantage.

Experience

• A minimum total of 5 years working experience in the service industry with at least 3 years in a full time customer care / service providing role.
• At least 3 years’ experience in training and workplace coaching role is an advantage
• Experience within the Aviation industry is an advantage.

Knowledge / Skills

• Demonstrable knowledge of training processes, adult learning theories and instructional design principles.
• Knowledge of Learning Management Systems
• Demonstrable knowledge of facilitation methodology

Certificate / License required

• A tertiary specialisation or qualification in HR will be an advantage.
• A recognised train-the-trainer or equivalent certification.

Additional Requirements

• Expert level knowledge of structured customer care and service provision processes and procedures.
• Excellent working knowledge of processes related to complaint resolution, objection handling, difficult customer handling and service provision etiquettes.
• Strong command of spoken & written English with well-developed stand up presentation skills.
• Proficient in the use of MS Office Suite.

CORE COMPETENCIES

• Customer Focus
• Team work
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience and Flexibility (Can do attitude)

Skills Required

• Microsoft Office
• Management