Call Centre Trainer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Provide captivating virtual and in-person training sessions for customer service teams.

• Lead onboarding sessions for new hires, cross-training initiatives, and refresher courses.

• Implement role-playing exercises, assessments, and knowledge evaluations to aid learner certification.

• Assist team members during their nesting period and facilitate speed-to-competency initiatives.

• Collaborate with Operations and Quality teams to pinpoint training needs and execute focused interventions.

• Ensure training materials are consistent with up-to-date processes, compliance standards, and customer service expectations.

• Maintain precise training logs and assessment records.

• Contribute to extensive recruitment and mobilization efforts across various service lines.

⛳️ Requirements

• Prior experience in training delivery within a contact center, customer service, BPO, or operational setting.

• Excellent facilitation and presentation abilities.

• Proven track record in onboarding and nurturing frontline customer service staff.

• Capability to evaluate competency through coaching, observations, role-plays, and hands-on exercises.

• Outstanding communication and stakeholder management skills.

• Familiarity with quality standards, customer outcomes, and compliance necessities.

• Aptitude for thriving in a dynamic and fast-paced environment.

• Experience in the public sector, regulated industries, or services that engage with citizens (desirable).

• Background in delivering training focused on vulnerable customers, handling complaints, or operating in sensitive service environments (desirable).

• Relevant training or coaching certifications (desirable).

• Experience with Learning Management Systems or digital training platforms (desirable).

• Knowledge of competency frameworks or accreditation processes (desirable).

🏝️ Benefits

• 23 days of holiday, increasing to 27 days, with the option to purchase additional leave.

• Paid day off for volunteering activities.

• Automatic enrollment in the company pension plan.

• Life insurance coverage.

• Cycle2work program.

• 15 weeks of fully paid maternity, adoption, and shared parental leave.

• Two weeks of paid paternity leave.

• Voluntary benefits including discounts for retail, social activities, health and wellness, travel, and technology.

• Access to Employee Network Groups.

• Opportunities for career advancement and professional development.

• An inclusive and accessible recruitment process along with workplace accommodations.