Call Centre Trainer

Churchill Estates Management; Ringwood; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

24 days annual leave

Birthday day off

Private medical insurance

Health screening

CPD opportunities

Job summary

Churchill Estates Management is recruiting a dedicated Call Centre Trainer to join our Customer Service team in Ringwood. You will own the onboarding and training journey for new starters, ensuring they have the skills and confidence to deliver an exceptional customer experience from day one.

You'll design and deliver training on our systems, processes, products and service standards, provide coaching to existing colleagues, and create engaging materials.

Qualifications

• Experience in designing and delivering training programmes for contact centers.
• Ability to coach and develop colleagues based on performance data.
• Strong collaboration with team leaders to identify training needs.

Responsibilities

• Deliver induction programmes for all new call centre colleagues.
• Provide coaching and guidance throughout onboarding journeys.
• Deliver classroom-based and one-to-one training on systems, processes and customer service techniques.
• Create and maintain engaging training materials, user guides, presentations, and e-learning resources.
• Update training content to reflect system/process changes and business requirements.
• Gather feedback from trainees and stakeholders to improve training effectiveness.

Skills

Training delivery

Coaching

Stakeholder management

Curriculum development

Onboarding

Presentation skills

Tools

CRM platforms

Job description

• Location:Office based, Ringwood Hampshire
• 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.
• 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.

Standard hours of work at Churchill Estates Management are 9:00 am to 5:30 pm, Monday to Thursday and 9.00am to 5.00pm on Friday with one hour for lunch each day.

About you

We are looking for someone who is:

• 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\u2019re enthusiastic about learning, enjoy helping others succeed, and love variety in your work, you\u2019ll thrive in this role.

Your rewards

• 24 days annual leave, plus Bank holidays
• Extra day off on your Birthday
• BUPA private medical insurance
• Health screening
• 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, apply today!

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