TRAINER - CONTACT CENTRE

Trainer – Contact Centre

Role Overview
The Trainer plays a critical role in building capability across the contact centre by delivering high‑quality, engaging learning experiences that support onboarding, performance improvement, and continuous development. Working closely with Operations, Quality, Talent Development and HR the Trainer ensures agents have the knowledge, skills, and confidence to deliver excellent customer outcomes while meeting business objectives.

Key Responsibilities

Learning Delivery & Facilitation

• Deliver engaging classroom, virtual, and blended training sessions covering product knowledge, customer service, sales, systems, and compliance.
• Facilitate induction and onboarding programmes to ensure new starters are fully prepared to transition into live environments.
• Adapt delivery style to suit different learning needs, experience levels, and learning preferences.

Performance & Capability Development

• Support ongoing agent development through refresher training, upskilling initiatives, and targeted interventions.
• Partner with Team Leaders and Quality teams to address performance gaps identified through QA, KPIs, and operational feedback.
• Provide clear, constructive feedback and coaching support to reinforce learning and drive behaviour change.
• Support teams post induction in the live environment to ensure effective transfer of skills to the customer facing environment.

Training Design & Continuous Improvement

• Contribute to the development, review, and maintenance of training materials, guides, and learning resources.
• Ensure training content remains accurate, up to date, and aligned with products, processes, and customer expectations.
• Participate in Train‑the‑Trainer activities to maintain facilitation standards and adopt best practice learning approaches.

Stakeholder & Client Collaboration

• Work collaboratively with operational leaders, QA, Talent Development, and other stakeholders to align training with business goals.
• Engage with clients (where applicable) to understand training requirements and tailor delivery accordingly.
• Act as a trusted partner to the operation, supporting change initiatives, new campaigns, and system launches.

Quality, Compliance & Administration

• Accurately record attendance, feedback, coaching notes, and training outcomes.
• Ensure training delivery meets regulatory, compliance, and internal quality standards.
• Monitor learner progress and contribute insights to support reporting and continuous improvement.

What You’ll Bring

Essential Skills & Experience

• Proven experience delivering training in a contact centre or fast‑paced customer service environment.
• Strong facilitation and presentation skills, with the ability to engage and motivate diverse audiences.
• Excellent communication skills, with confidence providing feedback to agents and stakeholders at all levels.
• Strong organisational skills, with the ability to manage multiple priorities and deliver to deadlines.
• Solid IT capability, with confidence using learning systems, contact centre platforms, and standard office tools.

Desirable Knowledge & Attributes

• Understanding of contact centre metrics (e.g. AHT, QA, CSAT, conversion) and how learning supports performance.
• Familiarity with L&D models
• Experience supporting quality improvement, behavioural change, or performance uplift initiatives.
• High attention to detail and strong administrative accuracy.
• Adaptable, resilient, and comfortable working in a dynamic, target‑driven environment.

Culture & Mindset

• Professional, patient, and supportive approach with a genuine passion for developing others.
• Collaborative team player who thrives in an energetic and fast‑moving environment.
• Positive, solutions‑focused mindset with a strong commitment to continuous improvement.

What we offer:

• 20 Days Holiday (plus bank holidays) & your birthday off every year with pay!
• Company Pension
• Discounts with some of the high street’s biggest brands & MUCH MORE.