Contact Centre Trainer (12 month fixed term contract)

Job Type:
Job Sector:
Customer Service
£35,000 to £40,000 per annum
Salary Description:
Great benefits
CCA Recruitment Group
Job Ref:

Role: Customer Service Trainer (12 months fixed term contract)

Salary: up to �40,000 + benefits

Location: London

Hours: 36 hours per week, Mon-Fri between 8am-8pm

CCA Recruitment are delighted to be partnering with a London client to deliver recruitment for their new contact centre set up and are recruiting for a Contac Centre trainer.

Are you an experienced Contact Centre Learning & Development Trainer?

Are you able to develop new and existing training material to generate better customer service outcomes?

Can you get the best from the Customer Service team during training to ensure they give the best customer experience possible?

As a Customer Service Trainer working for their contact centre team and will conduct initial training for the Customer Service Advisors from their start date through a 4-week training program and then continual training throughout their career.

The purpose of the Customer Service Trainer is to prepare the customer service Advisors for their role, to ensure that as the first point of contact for any customers with any questions or issues, that customers receive a timely and positive response to their contact.

Duties will include:

* To work with the Managers to develop a comprehensive training plan for both new and existing staff in the customer service centre to ensure an excellent level of customer service is provided
* To support the move towards a customer service centre by developing a programme of training to upskill staff in new areas of operation
* Maintain own knowledge of the organisation’s current systems, policies, and procedures
* Develop training material and guidance for staff to add to the customer service centre knowledge base
* Work with the advisors to develop knowledge of working with different customer profiles including vulnerable customers
* Brief other teams on the role of the customer services centre and the interlinkages with specialist teams to promote understanding of the service
* Provide feedback to the Managers on any gaps in understanding/service and how these could be addressed
* Liaise, communicate, and build relationships with other internal departments, customers, partner organisations, agencies and/or contractors to support and represent the team/service
* To record, review, develop and implement changes to the training plan on a regular basis
* To instil reflective practice into training delivery and support peers with the implementation of audits and quality assurance initiatives
* To publicise and promote staff development and training initiatives to staff working within the customer service centre
* To provide regular written and verbal reports regarding own work and progress of the learners to line Manager

Experience of working within contact centre Learning & Development is essential for the role.

Contact Details:
CCA Recruitment Group
Tel: 0161 871 8500
Contact: Ann Kenneally

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