Call Centre Trainer

Help shape the training behind services that make a difference<br/>We're looking for experienced and engaging Call Centre Trainers to join Capita and support the delivery of critical public sector services across the UK.<br/><br/>This is an exciting opportunity to play a key role in mobilising new services, onboarding colleagues, and developing high-performing customer service teams. You'll support large-scale training delivery across a range of programmes, helping colleagues gain the skills, confidence and knowledge they need to deliver exceptional customer experiences.<br/><br/>Working within a fast-paced environment, you'll deliver training to new starters, support cross-skilling initiatives, and provide refresher learning to ensure teams remain compliant, capable and customer-focused.<p></p><p></p><p><b>Job title:</b></p>Call Centre Trainer<p></p><p></p><p><b>Job Description:</b></p><div><p><b><span>What</span> <span>you'll</span> <span>be</span> <span>doing</span></b></p><ul><li><p><span>Deliver</span> <span>engaging</span> <span>virtual</span> <span>and</span> <span>classroom-based</span> <span>training</span> <span>to</span> <span>customer</span> <span>service</span> <span>teams.</span></p></li><li><p><span>Facilitate</span> <span>new</span> <span>starter</span> <span>inductions,</span> <span>cross-skilling</span> <span>programmes</span> <span>and</span> <span>refresher</span> <span>training.</span></p></li><li><p><span>Conduct</span> <span>role</span> <span>plays,</span> <span>assessments</span> <span>and</span> <span>knowledge</span> <span>checks</span> <span>to</span> <span>support</span> <span>learner</span> <span>accreditation.</span></p></li><li><p><span>Support</span> <span>colleagues</span> <span>through</span> <span>nesting</span> <span>and</span> <span>speed-to-competency</span> <span>activities.</span></p></li><li><p><span>Work</span> <span>closely</span> <span>with</span> <span>Operations</span> <span>and</span> <span>Quality</span> <span>teams</span> <span>to</span> <span>identify</span> <span>training</span> <span>needs</span> <span>and</span> <span>deliver</span> <span>targeted</span> <span>interventions.</span></p></li><li><p><span>Ensure</span> <span>training</span> <span>content</span> <span>remains</span> <span>aligned</span> <span>with</span> <span>current</span> <span>processes,</span> <span>compliance</span> <span>requirements</span> <span>and</span> <span>customer</span> <span>service</span> <span>standards.</span></p></li><li><p><span>Maintain</span> <span>accurate</span> <span>training</span> <span>records</span> <span>and</span> <span>assessment</span> <span>documentation.</span></p></li><li><p><span>Support</span> <span>large-scale</span> <span>recruitment</span> <span>and</span> <span>mobilisation</span> <span>activity</span> <span>across</span> <span>multiple</span> <span>service</span> <span>lines.</span></p></li></ul><p></p><p><b><span>What</span> <span>we're</span> <span>looking</span> <span>for</span></b></p><p><b><span>Essential</span></b></p><ul><li><p><span>Previous</span> <span>training</span> <span>delivery</span> <span>experience</span> <span>within</span> <span>a</span> <span>contact</span> <span>centre,</span> <span>customer</span> <span>service,</span> <span>BPO</span> <span>or</span> <span>operational</span> <span>environment.</span></p></li><li><p><span>Strong</span> <span>facilitation</span> <span>and</span> <span>presentation</span> <span>skills.</span></p></li><li><p><span>Experience</span> <span>onboarding</span> <span>and</span> <span>developing</span> <span>frontline</span> <span>customer</span> <span>service</span> <span>colleagues.</span></p></li><li><p><span>Ability</span> <span>to</span> <span>assess</span> <span>competence</span> <span>through</span> <span>coaching,</span> <span>observations,</span> <span>role</span> <span>plays</span> <span>and</span> <span>practical</span> <span>exercises.</span></p></li><li><p><span>Excellent</span> <span>communication</span> <span>and</span> <span>stakeholder</span> <span>engagement</span> <span>skills.</span></p></li><li><p><span>Understanding</span> <span>of</span> <span>quality</span> <span>standards,</span> <span>customer</span> <span>outcomes</span> <span>and</span> <span>compliance</span> <span>requirements.</span></p></li><li><p><span>Ability</span> <span>to</span> <span>thrive</span> <span>in</span> <span>a</span> <span>fast-paced</span> <span>and</span> <span>evolving</span> <span>environment.</span><span> </span></p></li></ul><p></p><p><b><span>Desirable</span></b></p><ul><li><p><span>Experience</span> <span>within</span> <span>public</span> <span>sector,</span> <span>regulated</span> <span>or</span> <span>citizen-facing</span> <span>services.</span></p></li><li><p><span>Experience</span> <span>delivering</span> <span>training</span> <span>relating</span> <span>to</span> <span>vulnerable</span> <span>customers,</span> <span>complaints</span> <span>handling</span> <span>or</span> <span>sensitive</spa