Call Centre Trainer

Capita plc; City Of London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

23 days' holiday (rising to 27)

Volunteer day out

Company pension

Life assurance

Cycle to work scheme

Diversity and networking groups

Job summary

Capita plc is seeking experienced Call Centre Trainers to support training across UK public sector services. You will mobilise new services, onboard colleagues and develop high-performing customer service teams, delivering training across programmes.

In a fast-paced environment you will deliver virtual and classroom-based training, run inductions, coaching, assessments and ensure compliance. Join Capita to help shape learning that improves customer experiences.

Qualifications

• Previous training delivery experience within a contact centre, customer service or operational environment.
• Excellent communication and stakeholder engagement skills.
• Ability to assess competence through coaching, observations, role plays and practical exercises.

Responsibilities

• Deliver engaging virtual and classroom-based training to customer service teams.
• Facilitate new starter inductions, cross-skilling programmes and refresher training.
• Conduct role plays, assessments and knowledge checks to support learner accreditation.
• Support nesting and speed-to-competency activities.
• Identify training needs with Operations and Quality teams and deliver targeted interventions.
• Ensure training content aligns with processes, compliance requirements and customer service standards.
• Maintain accurate training records and assessment documentation.
• Support large-scale recruitment and mobilisation activity across multiple service lines.

Job description

Help shape the training behind services that make a difference

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.

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.

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.

What you'll be doing

• Deliver engaging virtual and classroom-based training to customer service teams.
• Facilitate new starter inductions, cross-skilling programmes and refresher training.
• Conduct role plays, assessments and knowledge checks to support learner accreditation.
• Support colleagues through nesting and speed-to-competency activities.
• Work closely with Operations and Quality teams to identify training needs and deliver targeted interventions.
• Ensure training content remains aligned with current processes, compliance requirements and customer service standards.
• Maintain accurate training records and assessment documentation.
• Support large-scale recruitment and mobilisation activity across multiple service lines.

What we're looking for

Essential

• Previous training delivery experience within a contact centre, customer service, BPO or operational environment.
• Strong facilitation and presentation skills.
• Experience onboarding and developing frontline customer service colleagues.
• Ability to assess competence through coaching, observations, role plays and practical exercises.
• Excellent communication and stakeholder engagement skills.
• Understanding of quality standards, customer outcomes and compliance requirements.
• Ability to thrive in a fast-paced and evolving environment.

Desirable

• Experience within public sector, regulated or citizen-facing services.
• Experience delivering training relating to vulnerable customers, complaints handling or sensitive service environments.
• Training or coaching qualifications.
• Experience using Learning Management Systems (LMS) or digital learning platforms.
• Knowledge of speed-to-competency or accreditation frameworks.

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita's 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.

We're a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.

A publicly listed business with adjusted revenue of 2.6bn, Capita's areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We're embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders

What's in it for you?

• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.

Equal Opportunities

At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process. Please email [e-mail] or call 07784 237318 and we'll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - [e-mail]