Call Centre Onboarding & Training Lead

Careline Support Ltd; Liss Forest; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

24 days annual leave + Bank holidays

Birthday day off

Private medical insurance (BUPA)

Health screening

Group pension scheme

CPD & career progression

Job summary

Careline Trainer based in Ringwood, Hampshire, is responsible for owning the onboarding and training journey for new call centre colleagues. You will design and deliver engaging programmes covering our systems, processes, and customer service standards, ensuring new starters are confident from day one.

Working with Customer Service leaders, you will coach existing staff, monitor call quality, and continuously improve training materials and delivery.

Qualifications

• Experience in designing and delivering engaging training programmes.
• Ability to coach and develop staff through feedback and performance data.
• Strong written and verbal communication with clear documentation.
• Able to tailor training to different learning styles and roles.

Responsibilities

• Deliver induction programmes for new call centre colleagues.
• Provide ongoing coaching and support to improve performance.
• Design training content on systems, processes and customer service standards.
• Develop and maintain training materials, guides, and e-learning resources.
• Collaborate with Team Leaders to identify development needs and monitor quality.

Skills

Training delivery

Coaching

Communication skills

Stakeholder engagement

Tools

CRM systems

e-learning authoring tools

Job description

Careline Trainer based in Ringwood, Hampshire, is responsible for owning the onboarding and training journey for new call centre colleagues. You will design and deliver engaging programmes covering our systems, processes, and customer service standards, ensuring new starters are confident from day one.

Working with Customer Service leaders, you will coach existing staff, monitor call quality, and continuously improve training materials and delivery.