Contact Centre Trainer

Overall purpose of this role 

To identify, address and evaluate individual and group learning and development requirements in line with business objectives. The role will be key in developing others to compliantly meet and exceed performance standards and key performance indicators. 

Key accountabilities 

• Designing and delivering appropriate learning and development to meet the identified needs as per the plan. 
• Delivering new starter training and providing appropriate follow up in line with the prescribed format to ensure all new starters achieve or exceed the required standards. 
• Delivering any identified soft-skills learning interventions and providing appropriate follow up support 
• Assisting in the roll out of any product launches, system enhancements or Company initiatives. 
• On-going evaluation of training and development on business results. 
• Assisting in researching best practice and pooling of suggestions and ideas to continuously improve the training and development offering. 
• Ensuring that all operational training needs are met through effective planning, prioritisation and clear communication. 
• Maintaining and acting in accordance with the Company’s quality and compliance processes. 

Mandatory Job Requirements

Key accountabilities 

• Designing and delivering appropriate learning and development to meet the identified needs as per the plan. 
• Delivering new starter training and providing appropriate follow up in line with the prescribed format to ensure all new starters achieve or exceed the required standards. 
• Delivering any identified soft-skills learning interventions and providing appropriate follow up support 
• Assisting in the roll out of any product launches, system enhancements or Company initiatives. 
• On-going evaluation of training and development on business results. 
• Assisting in researching best practice and pooling of suggestions and ideas to continuously improve the training and development offering. 
• Ensuring that all operational training needs are met through effective planning, prioritisation and clear communication. 
• Maintaining and acting in accordance with the Company’s quality and compliance processes. 

Education/qualifications 

• Educated to GCSE level or above, including English and Maths. 
• A professional training qualification, e.g. LDP or the willingness to complete this qualification. 

The work experience you’ll need 

• Experience of analysing training needs, designing, delivering and evaluating training and development. 
• Experience of working within a retail and sales/target driven environment. 
• Experience of delivering sales and customer service training within a Contact Centre environment 

What we’ll be looking for in you 

• A hands on, energetic style with a ‘can do’ attitude. 
• Innovative and creative in training design and delivery. 
• Excellent communication skills at all levels. 
• Willingness to be flexible and adaptable to meet operational requirements. 
• Ability to influence at all levels. 
• Ability to plan, organise and prioritise to meet deadlines.