PRODUCT TRAINING SPECIALIST - Reed & Mackay

PRODUCT TRAINING SPECIALIST

London, Farringdon

London, Farringdon 21st December

REPORTING TO: PRODUCT SUPPORT & TRAINING MANAGER

Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a business that is always looking forwards, while ensuring that we’re everything that our clients need today. In May 2021, we became part of the TripActions Group, and together we are setting the agenda for the future of business travel.

JOB PURPOSE:

The purpose of this role is to provide Training sessions, Collateral and Videos for all Products
offered by Reed & Mackay. This includes all internal and client facing products (including 3rd party).

Below is a list of products that will require training and collateral support:

iQ: Agent reservation system that allows our internal staff to make reservations, configure and manage our customers from
R&M/Portal: Portal that allows our customers to manage profiles, invoices and view trip information
R&M/Protect: Traveller Tracking and Destination Intelligence
R&M/Book: Self-booking tool
R&M/Mobile: Mobile App that allows our customers to view their itineraries (with real time updates) and make reservations whilst they are on the
move
R&M/Approve: Approval tool
Concur Travel & Expense: 3rd Party Self-booking Tool and Expense platform
Evolvi: UK Rail booking tool
Hotel Booker: Platform for Premier Inn bookings by Conferma
Trainline: UK Rail booking tool

This role is part of our wider software development function. R&M provide Product Support for
customers, both internal and external, that use the above product(s). The Product Support team
will interact mainly with the Reed & Mackay Operational, Client Success and Development teams.

WHAT YOU’LL DO:

  • Develop internal and external training sessions on the above products which meet both organisational and customer requirements
  • Deliver training sessions using a variety of learning methodologies including virtual and face to face
  • Design digital learning resources and videos using Camtasia software
  • Partnering with internal subject matter experts to develop relevant and engaging content
  • Manage continual evaluation and improvement of product training programmes
  • Develop and maintain written training resource and collateral for staff and customers
  • Design bespoke training and system user guides
  • Review Support team ticket statistics to identify further training requirements for users
  • Help to drive client self-sufficiency and reduce reliance on the support team for ‘how to’ enquiries

SKILLS, KNOWLEDGE & EXPERIENCE:

  • Experience in taking a learning brief and independently designing appropriate training solutions
  • A strong background of delivering training within a service-driven environment
  • Solid knowledge of Online booking tools and Agent booking tools
  • An understanding of the importance of Online booking and how it fits alongside an offline service provision with the growth of our business
  • An excellent communicator who makes the complex look simple
  • Integrity will be important to you – open, honest and direct – with the ability to fit well within the company’s continuing desire to maintain values in developing culture and where
  • all are treated with respect
  • Understanding of Business Travel is desirable but not essential
  • Clear communicator, able to articulate key messages to a diverse audience
  • Highly organised and efficient individual
  • Good written English
  • MS office; Word, Excel, PowerPoint

ESSENTIAL COMPETENCIES:

  • Strong team work ethic
  • Excellent communicator
  • Solid technical capabilities
  • Engaging training delivery
  • People oriented & service focused
  • Uncompromising attention to detail

INTERNAL RESPONSIBILITIES:

  • Responsible for assisting with compliance to Reed & Mackay’s certification programmes and policies

NEXT STEPS:
If you believe this role is for you, please send your CV to Recruitment@reedmackay.com