Contact Centre Trainer

Denbighshire (Sir Ddinbych)
25000.00 - 30000.00 GBP Annual + GBP25000 - GBP30000/annum Excellent benefits
25 Aug 2017
22 Sep 2017
Contract Type
Full Time
Are you looking to enhance your training and coaching skills in the contact centre environment? We have a great trainer role within an award winning global healthcare provider who are expanding their contact centre operation based in Prestatyn, North Wales. Design and delivery of training of agents and team leaders, competitive salary and market leading benefits.

The Job
Reporting to the Sales and Customer Service Team leader, you will be supporting a robust training plan for all contact centre staff including Team leaders, along with playing a pivotal role in the recruitment of new roles in a fast paced evolving team. Managing ongoing training needs analysis and enabling growth and capability of the Contact Centre to contribute to its transformation into a centre of excellence offering 5 star customer service. The role would suit a developing trainer or a team manager looking to move into the L&D space.

• To design, develop and roll out training material to support key objectives
• Deliver new starter induction training program
• Deliver skills training, to include (but not limited to) listening skills, questioning skills, objection handling and closing the 'sale'
• Working proactively to drive performance and influence advisors by focusing on delivering 5 star customer service through various methods, including call quality coaching, 121 training sessions, buzz sessions.
• Liaising with Team leaders to discuss improvements
• To be involved in the recruitment process for all new starters.

Essential Skills
• Excellent communication skills, both verbal and written
• A responsible attitude and leads by example
• Ability to work within a team and on your own
• A customer focused individual who strives for excellence
• A positive outlook and the ability to motivate others
• Ability to multitask
• Excellent time Management
• Integrity and trustworthy when dealing with customers and colleagues
• Takes ownership for resolving issues and seeks assistance when needed
• Works accurately with great attention to detail
• Continuously works in the best interest of both customer and the company
• Driven by change

• 25 days holiday plus option to buy additional days
• Pension contribution up to 9% based on LOS
• Private medial cover
• Dental cover
• Critical Illness
• Life Assurance
• Child Care Vouchers
• Cycle to Work Scheme