An idea conceived in a University of Cambridge laboratory in 1998, Abcam plc (www.abcamplc.com) began life as an innovative and entrepreneurial start-up, spearheaded by like-minded individuals who shared a common purpose of providing the scientific community with quality antibody reagents, as well as trustworthy and up-to-date information about their uses and limitations. Abcam has now grown to become a leading supplier of protein research tools to life scientists, whilst always maintaining the core collaborative values assumed at its inception.
Abcam now supports life science researchers in their quest to understand the cause of disease and ultimately offer improvements to diagnoses and treatments. To achieve this outcome, the company both develops and manufactures its own products in specialist facilities across the globe, and sources from over 400 partners, offering scientists the newest, most innovative and highest quality research tools available globally, regardless of source.
With a customer base of research scientists who require high performance products with detailed technical specifications, 64% of global researchers use Abcam products.
With offices across the US, Europe, and Asia, Abcam is one of the leading life science companies today, achieving multi-year double digit growth with the aim of helping scientific researchers make breakthroughs faster. It’s our goal to provide a world-standard in protein research tools, technical support and delivery. When you join Abcam, you’ll join a global business with the passion and the vision to become the most influential company, and, best-loved brand in life sciences.
Job Title: Mission Prep/Mission Acceleration Centre Trainer
Reports to: Head of Mission Control
Helping our customers achieve their mission faster is what we are all about. We have our customers in mind in everything we do. We aim to provide a world class experience for our customers through the channel of the customer’s choice, whether it’s using our website, email or talking to our talented Mission Prep and Mission Support Specialists.
You would be spending your time identifying and developing holistic programmes to enhance our team’s effectiveness both in quantity and quality. Giving the team meaningful opportunities to develop and thrive in a culture of empowerment that helps delight customers to keep them loyal to the company.
You realize that exceptional service is just one part of the customer experience. You know how to build an emotional connection with customers over phone and email. Your attention to detail and ability to thrive in a culture of empowerment helps you delight customers to keep them loyal to the company. More importantly, you can teach how to engender these memorable customer experiences to broad audiences.
You need to be able to use data to identify areas that need focus across the teams. You will be measured based on the feedback from customers in the tNPS survey, the efficiency with which the teams work and the employee engagement survey scores.
You will also be responsible for the deployment and use of related training technologies that may be deployed within the department. You will need to be able to identify training requirements and be capable of undertaking training needs analysis and the preparation of a training road map. Furthermore, you will be responsible for ensuring that Mission Prep frontline training is aligned globally.
Champion customer experience and obsessively focus on what benefits our consumers
Identifying and assessing future and current training needs
Developing an overall and individual training and development plan
Training design and development
Design/Maintenance/administration of training related systems i.e. LMS
Deploy a variety of training methods
Conduct effective induction and orientation sessions
Develop a framework to measure progress towards goals
Collaborate with cross-functional, global teams to plan for and direct company-wide change
Provide opportunities for ongoing development
Understand training trends and development
Work with call/email auditors to identify training needs and ensure quality and accuracy
- Assess learners’ current abilities and identify and address performance gaps
- Coach customer-facing staff and help implement learning and development needs identified by line managers including, but not limited to, onboarding, selling, soft skills, recommending products, continued learning, new product introduction, etc.
- Identify, develop and implement appropriate evaluation methods to measure effectiveness of learning interventions
- Improving customer retention and satisfaction through training programs to increase Net Promoter Score
- Bachelor’s degree in a related field – Preferably in the sciences, organizational thinking, or communications
- Two years of customer service experience (could include retail, hospitality, help desk, etc.)
- Previous experience improving business value through capability initiatives or learning and development
Minimum two (2) years’ experience delivering training in a business environment
Must demonstrate outstanding communication skills (both oral and written)
Capacity and desire to learn new information both general and technical
- Experience of working across multiple geographies
- Project management skills
Credible understanding of Abcam’s product offering and customer needs to align business acumen concepts with training needs
- High attention to detail and accuracy
- Previous work with CRM
Demonstrated analytical and problem-solving skills to assess learner and stakeholder needs to anticipate and resolve learning and development challenges
Comfortable working in a fast-paced environment; ability to adapt to change quickly
- Proficient with MS Office and working with a PC
- Soft sales experience
Our culture is our key differentiator. We believe in empowering individuals, with responsibility given at an early stage. The working environment is fun and fast-paced, collaborative and outcome focused, with a strong customer focus. In addition to competitive salaries, we offer an attractive and flexible benefits package (which includes shares for eligible employees), a culture focused on wellbeing and opportunities for growth and development.
Pay and Benefits
In addition to competitive salaries, we offer an attractive and flexible benefits package (including our award-winning share scheme, 18 weeks full paid maternity leave and 6 weeks full paid paternity leave), a culture focused on well-being and opportunities for growth and development, and a highly flexible working environment.
What’s more, as a WORK180 Endorsed Employer, we are recognized globally as an organization that’s diverse, inclusive and supports women in the workplace.
Inclusion & Diversity - Abcam is an Equal Opportunity Employer and makes all employment decisions without regard to age, national origin, race, ethnicity, religion, creed, gender, sexual orientation, disability, veteran status, or any other characteristic protected by law.