Contact Centre Trainer

  • Permanent / Full Time
  • East London
  • up to £35,000 GBP / Year

Salary up to £35,000

London/ East

The primary purpose of the role is to support the delivery of service excellence for both our client and their customers by delivering training to new and existing staff across all processes and clients.

A key member of the Customer Contact team helping to ensure the team is supported in meeting the required performance standards. Assisting the Customer Centre Manager to identify and implement improvements/changes to the training material, delivery, and approach.

The role involves working with a growing team that works across a range of working times to deliver the full range of services we provide. In addition, there will be times when the role holder will be required to be on the phone to help deliver both Management and Client led KPI’s to ensure we achieve targets set for the business across a range of activities.

Key Accountabilities

  • Delivery of induction training to all new colleagues into the Customer Contact team in line with processes agreed with the Customer Contact Manager and Team Leaders.
  • Delivery of training to existing colleagues in line with priorities agreed with the Customer Contact Manager and Team Leaders
  • Motivate colleagues to become the best they can be through embracing and utilising the training available to them.
  • Assist the Customer Contact Manager with the Customer Contact process guides and training materials, ensuring they are kept relevant and up to date.
  • Identifying opportunities to improve the training material, training approach and delivery of training.
  • Review and analyse different sources of data, information, and feedback (such as QA) to support the Customer Contact Manager and Team Leaders in identifying broader training needs.
  • When required, liaise with our clients and field agents with regards to operational issues or circumstances requiring clarification.
  • Understand the change pipeline driven both internally and from clients by working collaboratively across the business to assess potential training needs/demand.
  • Communicate with the Customer Contact Manager and team to ensure they are fully up to date with all client-based matters and expectations.

Skills and Experience

Essential:

  • Previous experience in the delivery of training or development of new and existing colleagues
  • Effective communicator with strong interpersonal skills
  • Adaptable, flexible, and react positively to change.
  • Strong planning and organisation and able to work autonomously and multitask.
  • Inquisitive and with a drive for continuous improvement

Desirable:

  • Good work ethic with the ability to work within defined timescales.
  • Proficient in Microsoft Office, and the use of CRM systems.
  • Approachable and able to motivate new and existing team members.
  • Team player, comfortable to work in a team environment.
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