Call Centre Trainer - Real-Time Coaching & Compliance

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

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