Call Centre Training Lead - Onboarding & Coaching

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

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.