Learning Specialist (w/m/d)

You Live – We Care

The Europ Assistance Group was founded in 1963 and is the inventor of the assistance concept. It offers innovative insurance and service products in the areas of Travel, Mobility, Home & Connected Living, Health, and Senior Care, providing tailored solutions for private and corporate customers in emergencies and everyday life. Europ Assistance is a 100% subsidiary of the Generali Group and provides its services across the world.

Europ Assistance Northern Europe

Europ Assistance Northern Europe (“EA Northern Europe” or “EA NE”) is a Business Unit of the Europ Assistance Group encompassing the entities and/or markets in Austria, Belgium, Germany, Luxemburg, the Netherlands and Switzerland.

Brussels/Munich/Vienna

Part-time

as of now

The Learning Specialist is responsible for providing comprehensive and high-quality training and coaching for all customer service representatives in the Travel Health IT & Cyber BL, ensuring a well-founded and high-quality education from beginner to fully & continuously trained assistance customer service representative.

Learning Specialist (w/m/d)

Brussels/Munich/Vienna

Part-time

as of now

You Live – We Care

The Europ Assistance Group was founded in 1963 and is the inventor of the assistance concept. It offers innovative insurance and service products in the areas of Travel, Mobility, Home & Connected Living, Health, and Senior Care, providing tailored solutions for private and corporate customers in emergencies and everyday life. Europ Assistance is a 100% subsidiary of the Generali Group and provides its services across the world.

Europ Assistance Northern Europe

Europ Assistance Northern Europe (“EA Northern Europe” or “EA NE”) is a Business Unit of the Europ Assistance Group encompassing the entities and/or markets in Austria, Belgium, Germany, Luxemburg, the Netherlands and Switzerland.

The Learning Specialist is responsible for providing comprehensive and high-quality training and coaching for all customer service representatives in the Travel Health IT & Cyber BL, ensuring a well-founded and high-quality education from beginner to fully & continuously trained assistance customer service representative.

What challenges can you expect?

Training

• Evaluate training needs based on a checklist for new and refresher training.
• Evaluate training needs based on input from the TL & Mgr BL Travel
• Design and adapt training programs in close collaboration with customers and the specialist department.
• Create training materials and learning documents.
• Send training invitations and provide necessary infrastructure (Teams rooms, room reservations, etc.).
• Procure training materials.
• Participate in Train-the-Trainer sessions with internal and external stakeholders.
• Conduct in-person and virtual training sessions, as well as create asynchronous online training.

Coaching

• Organize, follow up and document different types of coaching: Call monitoring, Side by Side, Process confirmation, Sit-ins
• Analyse of need for individual coaching, in cooperation with Team Leads/Mgr BL

Other Activities

• Manage communication to the agents, manage in-season communication & events
• Create communications for changes (process, tools, …)
• Conducts occasionally case analysis for quality investigation (NPS, Fraud,…)
• Continuous improvement approach on the training and coaching based on the inter-unit cooperation

Which skills do we expect?

• Completed commercial training or comparable qualification
• Ideally 2-3 years of professional experience in the insurance industry
• Very good German and English skills
• Customer focus: Ability to recognize and respond to customer needs
• Communication skills: Excellent oral and written communication skills
• Coaching skills: Experience in guiding and supporting team members
• Service orientation: High level of service and commitment to customer satisfaction
• Team spirit: Ability to work effectively in a team and contribute to team dynamics
• Empathy and caring: The ability to understand and care about the needs of others
• Conflict management skills: The ability to resolve conflicts constructively
• Decision-making skills: The ability to make clear and well-founded decisions
• Software skills: Proficient in using various software applications and Office 365

What do we offer?

• We offer you the highest possible flexibility in working hours - we do not have fixed core hours
• We will provide you with a buddy at the beginning, so that you can quickly arrive at our company
• We have a great company restaurant
• Our location is very central: in the middle of Vienna's first district
• We invest in your training and further education - from specific seminars to professional talent management
• We also take care of your future: with our company pension scheme for our employees.
• We do not have all-in contracts: There is a lot to do, but overtime is paid out.
• We offer a flexible home office concept - so you are part of the office even when you are not in it
• We promote sustainable mobility: We cover 50% of the cost of your public transport ticket so that you can get to work in a sustainable and relaxed manner

• Employee discounts
  on our
  insurance products
• Good accessibility - location
  in the 22nd district of Vienna
  (lockable bicycle storage room)
• Company kindergarten
  (Vienna 22nd district)
• Healthcare by our
  company doctors
• Compatibility of
  career & family
• Training & development programmes
• Professional
  Talent Management
• Company restaurant or
  Meal allowance

Salary

At least 41.279,84 € gross per year for 40 hours per week. Just like you, we are not satisfied with minimum standards - we agree on your actual salary depending on your education and experience.

Would you like to become part of our Generali team? Excellent!

We look forward to receiving your online application via hr@europ-assistance.at