Sarah Jones - Assoc CIPD

Experience

• 

  Simplyhealth

  Mar 1989 - Jul 2020

  Provide training and support to all functions within the Consumer business area in line with project requirements and business objectives. A customer centric regulated environment and responsible for enhancing the competencies of individual employees by designing and delivering training programs that drive workplace performance in line with cultural values. Accountable for performing training needs assesments and for designing and deliveribg all learning materials and managing all phases of requored training interventions. Show less • Design and document inspirational training programme to support Simplyhealth´s Objectives for behaviours, service standards and competence requirements.• Accountable for design, delivery and evaluating Customer Service Induction Programme.• Develop and implement effective measures to ensure training being delivered is producing and supporting improved service performance.• Act in a consultative capacity with Customer Service managers with regards to coaching and development of staff.• Support business projects through inception and development offering business knowledge and expertise to ensure successful implementation.• Work with FCA guidelines to produce and deliver compliance based training. • Engaged and involved in I.T. system development, design and deliver training, evaluate understanding.• Undertake Training Needs Analysis (TNA) of service skills and behaviours with Managers and Team Leaders, developing solutions.• Maintain accurate records for all service and competence training undertaken. Show less • To review existing processes in customer service with business areas ensuring consistent approach.• Report writing for system improvements or proposals for changes to Business soft skills or System.• Reviewed our health declaration process, wrote a report proposing changes in process which were successfully implemented across Customer Service.• Review the process we used to approved hospital claims and proposed the move from recognising ink stamps from hospital to verifying High claims via medical records to reduce possible fraud. Show less

  • Training Specialist

    Jan 2020 - Jul 2020

  • Training Team Leader

    Nov 2019 - Jan 2020

  • Training development and competency specialist

    Jan 2017 - Nov 2019

  • Customer Service Trainer - CIPD CTP

    Jan 2006 - Oct 2019

  • Process Leader

    Jan 2003 - Jan 2006

  • Customer Service Team leader

    Jan 1999 - Jan 2003

  • Accounts Receivable Clerk

    Mar 1989 - Jan 1999
• 

  CloudPay

  Jul 2020 - now

  • Team Lead Product Training

    Aug 2023 - now

  • Senior Product Trainer

    Apr 2021 - Aug 2023

  • Product Trainer

    Jul 2020 - Apr 2021