Call Centre Trainer

Candidate Source; Cambridgeshire and Peterborough; On-site; GBP 54,981 - 74,353; Full time

Job summary

Candidate Source is seeking a Call Centre Trainer to coach advisors on the frontline, delivering real time guidance to improve customer outcomes. You will work on a busy life and pensions environment, providing coaching during live interactions, identifying development needs and ensuring accuracy and compliance while supporting operational performance.

The role is a 3-month contract with a 37.5-hour week and a salary of £350 per day via umbrella, offering comprehensive onboarding and opportunity

Qualifications

• Coaching call centre agents in a fast-paced environment.
• Ability to handle complex escalations and assist vulnerable customers.
• Knowledge of FCA regulations, Consumer Duty and fraud awareness.
• Strong communication and problem-solving skills.

Responsibilities

• Provide real time floor coaching during live calls.
• Identify coaching opportunities by listening to live calls.
• Support complex queries and reduce complaints.
• Ensure compliant and customer-focused information.
• Collaborate with Team Leaders and QA to develop coaching plans.
• Share best practices to improve response times and advisor performance.

Skills

Coaching

Communication

Negotiation

Problem solving

Customer service

Job description

Every conversation has the power to build trust or lose it. As a Call Centre Trainer, you'll be on the contact centre floor, helping advisors deliver outstanding customer experiences by providing real time coaching, guidance and support when it matters most. You'll play a hands-on role in improving customer outcomes, increasing advisor confidence and ensuring every interaction is accurate, compliant and focused on delivering exceptional service. If you're an experienced call centre coach who enjoys developing people while supporting operational performance, this is an excellent opportunity to make an immediate impact.

What's in it for you

• £350 per day via umbrella.
• Initial 3-month contract with the opportunity to be extended.
• Monday to Friday working pattern with a 37.5-hour week.
• Comprehensive 2-4 week onboarding and training programme.
• Opportunity to influence service quality and customer outcomes across a busy life and pensions environment.
• Work closely with operational leaders, quality teams and frontline advisors to drive continuous improvement.

Your responsibilities as Call Centre Trainer

• Provide real time floor support and coaching to customer service advisors during live customer interactions.
• Listen to live calls to identify coaching opportunities and improve service quality.
• Support complex customer queries and escalations while helping reduce complaints.
• Ensure accurate, compliant and customer-focused information is consistently delivered.
• Work alongside Team Leaders and Quality Assurance teams to identify trends and develop targeted coaching plans.
• Share knowledge and best practice to improve response times, customer experience and advisor performance.

What we're looking for in a Call Centre Trainer

• Previous experience in a call centre providing management and coaching.
• Experience handling complex complaint escalations and supporting vulnerable customers.
• Good understanding of FCA regulations, Consumer Duty and fraud awareness.
• Strong communication, coaching, negotiation and problem-solving skills.
• A working knowledge of pensions and life products would be advantageous.

Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

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