Contact Centre Trainer

Reed Business Support
Full time Full day
£25,000 - £30,000 / year
Cheltenham

My Cheltenham based client are looking for a Contact Centre Trainer to join their team on a full time and permanent basis.

The role will be responsible for ensuring new colleagues meet the expectations of both the FCA and clients in terms of call quality and performance. You will also be responsible for calibrating our standard with those of our clients and identifying training needs in support of key stakeholders across the business.

Benefits:

  • 22 days bank holidays
  • Competitive starting salary
  • Company pension scheme
  • life Insurance
  • Flexible Working
  • Casual Dress
  • On-Site Parking
  • Referral and Wellness Programme
  • Office hours 

Key roles and responsibilities:

  • Research, propose, design and maintain engaging training workshops to increase employee skill and confidence
  • Maintain training materials and records ensuring they are constantly updated
  • Run the induction and coaching programme during colleague’s probationary period using a combination of classroom training, ‘on the phones’ training and one to one coaching
  • Assess the effectiveness and continually improve the training
  • Liaise with the Quality Team and performing continuous training needs analysis based on existing data, to identify knowledge gaps for existing staff and developing training plans to meet the individual or group need
  • Liaise with Team Managers following 1-1 reviews to identify training needs
  • Manage the annual training plan
  • Create a range of individual training, coaching and monitoring techniques to suit differing needs
  • Work closely with colleagues from multiple areas to ensure product launches, changing client needs and business updates run smoothly.
  • Abide by all regulatory and compliance requirements in carrying out the requirements of the role

Key Skills

  • Good knowledge of the debt collection sector
  • Good understanding of TCF and Data Protection principles and regulatory landscape
  • Experience in writing and delivering classroom-based training to multiple candidates
  • Experience within Call Centres
  • Strong communication skills across all levels
  • Excellent written skills
  • Good knowledge of Microsoft standard packages – Word, Excel and PowerPoint
  • Highly motivated with the ability to motivate others
  • Ability to design and implement refresher training at both regular scheduled intervals and when a need for performance management is identified
  • Ability to report to senior managers

Please contact for further details or call . 

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