Call Centre Trainer

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

• Job title: Careline Trainer
• Location: Office based, Ringwood Hampshire
• Contract / Hours: Permanent position, 37 hours per week
• Package: Competitive salary and excellent Colleague benefits

About the Role

Churchill Estates Management are recruiting for a new Call Centre Trainer to join our Customer Service team based in Ringwood.

We are looking for an enthusiastic, engaging, and knowledgeable trainer to play a key role in developing our call centre colleagues. This is an exciting opportunity to take ownership of the onboarding and training journey for new starters, ensuring they have the skills, confidence, and knowledge to deliver an exceptional customer experience from day one.

Working closely with the Customer Service management team, you will design and deliver engaging training programmes covering our systems, processes, products, and customer service standards. You'll also provide ongoing coaching and support to existing team members, helping to continuously develop skills, improve performance, and maintain high-quality customer interactions.

If you enjoy helping others succeed, creating engaging learning experiences, and making a real impact on team performance, this could be the perfect role for you.

Your key responsibilities will include:

Induction & Onboarding

• Deliver engaging induction programmes for all new call centre colleagues.
• Ensure new starters are fully equipped with the knowledge, skills, and confidence required to succeed in their role.
• Support colleagues throughout their onboarding journey, providing coaching and guidance as they transition into the team.

Training Delivery

• Deliver classroom-based and one-to-one training sessions covering systems, processes, customer service techniques, and call handling.
• Adapt training styles to suit different learning needs and encourage participation throughout each session.
• Provide refresher training and ongoing development sessions for existing colleagues.

Systems & Process Training

• Develop expert knowledge of our call centre systems, CRM platforms, and internal processes.
• Train colleagues on system functionality, call workflows, and best practice.
• Support the rollout of new systems, processes, and service improvements by delivering effective training and guidance.

Coaching & Quality Improvement

• Work closely with Team Leaders to identify development needs through call quality monitoring and performance feedback.
• Deliver targeted coaching to improve customer service, compliance, and call handling skills.
• Help embed a culture of continuous learning and development across the Customer Service team.

Training Content & Continuous Improvement

• Create and maintain engaging training materials, user guides, presentations, and e-learning resources.
• Update training content to reflect changes in systems, processes, and business requirements.
• Gather feedback from trainees and stakeholders to continually improve the effectiveness of training programmes.

Stakeholder Engagement

• Build strong relationships with Customer Service leaders and colleagues across the business.
• Act as the go-to expert for call centre training and onboarding support.
• Promote best practice and encourage consistency in customer interactions across the team.

About you

• Energetic, personable, and confident when presenting or working with teams.
• Curious and eager to learn new systems and technologies.
• A clear communicator, able to break down complex processes simply.
• Organised and proactive, with strong attention to detail.
• Experienced in training or system support.
• Able to create helpful documentation and videos.

If you’re enthusiastic about learning, enjoy helping others succeed, and love variety in your work, you’ll thrive in this role.

Your rewards

• Competitive salary
• 24 days annual leave, plus Bank holidays
• Extra day off on your Birthday
• BUPA private medical insurance
• Health screening
• Group pension scheme
• Opportunities for CPD and career progression across the group

About us

As part of the Churchill Retirement group of companies, Careline Support Ltd provides a telephone support service to over 11,000 retired Homeowners in the UK, supporting them to achieve a safe and secure lifestyle and enjoy their retirement.

In 2023, Careline were delighted to win the Outstanding Customer Service Award at the industry recognised ARMA awards ceremony, underpinning the great work that our team deliver every day.

We are committed to maintaining a first-class level of service at all touch points. The creation of Careline has enabled us to elevate our service and our amazing call handling team ensures that no-one is left alone in an emergency.

We are looking for the very best person to join our business and be part of the next exciting chapter. If you feel you have the skills and attributes to make a difference,

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