Coaching Training and Quality Support Senior

Rentokil Initial Group; Dudley; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Bonus scheme

Pension scheme

Private healthcare

RI Rewards

Job summary

Rentokil Initial is seeking a Contact Centre Trainer to join either the Birmingham or Dudley branch. You will coach and train new staff, deliver both classroom and virtual sessions, and ensure adherence to high company standards.

The role focuses on onboarding, quality monitoring, and supporting process rollouts. Ideal candidates have experience in training and a contact centre environment, with excellent listening, communication, and IT skills.

Qualifications

• Experience in training or training environments desirable.
• Experience in a contact centre environment preferred.
• Ability to develop and inspire others.
• Excellent listening and communication skills to engage colleagues.
• Demonstrate excellent customer service and communication skills.
• Excellent IT skills and familiarity with common software.

Responsibilities

• Coaching and training new staff members.
• Delivering classroom and virtual-based training.
• Ensuring training aligns with company standards and processes.
• Providing feedback and supporting colleagues.
• Monitoring quality and call performance to assess training impact.
• Supporting rollout of new processes and continuous improvement.

Skills

Communication skills

Listening skills

IT skills

Organisational skills

Time management

Self-motivation

DBS check capability

Customer service

Tools

CRM systems

Job description

Join Our Team and Make a Difference!

We are currently seeking a Contact Centre Trainer to join our dedicated team in either Birmingham or Dudley branch. If you enjoy working in a fast-paced environment where you can support employee development and training, this could be the perfect opportunity for you!

Why Join Rentokil?

• Competitive Salary Package: Start with a basic salary of £28,704 per annum.
• Expected OTE: £31,224 per annum, with bonus and commission schemes available.
• Benefits: RI Rewards, bonus scheme and progression opportunities.
• Relocation Package: Moving from more than 2 hours away? We may offer up to £5,000 to help you settle in.
• Work-Life Balance: Full-time, permanent role, Monday to Friday (37.5 hr week)
• Industry-Leading Training: Receive top-notch training to support our customers' needs.

The Contact Centre Trainer Role

As a Trainer within our Contact Centre, you will be responsible for coaching and training new staff members. Key responsibilities include:

• Ensuring employees are adhering to our high company standards
• Supporting new hires and inducting them appropriately
• Providing classroom and virtual-based training
• Ensuring that training courses are delivered so colleagues understand the expectations
• Conducting quality and call monitoring checks to ensure training has been delivered successfully
• Providing feedback to individuals and supporting colleagues where required
• Understanding all contact centre procedures and processes
• Supporting senior members of the team in coaching and quality monitoring
• Supporting the rollout of new processes
• Continually reviewing and amending training modules
• Undertaking other projects and duties as required

Requirements

• Previous experience in a similar role or experience in a training environment would be desirable
• Previous experience in a contact centre environment is preferred
• Ability to develop and inspire others
• Excellent listening and communication skills, with the ability to engage colleagues
• Demonstrate excellent customer service and communication skills
• Excellent IT Skills
• Strong organisational and time management skills
• Self-motivated and able to work in a fast-paced environment
• You may be required to pass a DBS check depending on the role you have applied for

Benefits

• Additional opportunities to earn more with regular bonus and commission schemes.
• Salary grading system - linked to performance for those keen to develop their career within our business.
• Opportunity to contribute to a Private Healthcare scheme.
• Enrolment in our company pension scheme.
• Exciting discounts and cashback offers from over 3,000 retailers with RI Rewards.
• Leads Commission scheme available - although this isn't a sales job, we appreciate and reward you for passing on sales leads.
• Employee Assistance Programme (EAP) - free to access and available 24/7 to you, your family, and friends.
• Long service recognition - includes an extra five days of annual leave entitlement after five years of service.
• Refer a Friend - earn up to £1,000 for referring someone to work for Rentokil Initial.

Be Yourself in Your Application!

At Rentokil Initial, we value innovation, but we want to see the real you! While AI can help with structure and grammar, make sure your application shows your true passion and understanding of the role. A personal touch will help you stand out.

A Company Putting "People First"

Rentokil Initial (FTSE100) is one of the largest business services companies in the world, operating in over 90 countries and providing services that protect people and enhance lives. Rentokil is the world's leading commercial pest control services provider, Initial is the world's leading commercial hygiene services provider, and Ambius is the world's leading provider of plants and scenting.

As a business, we focus on the Right People, doing the Right Things, and in the Right Way. We invest a lot of time and money in training and developing all our colleagues to be the best they can be, and we are always looking for talented and driven people to join our Rentokil Initial Family.

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Rentokil Initial are an equal opportunities employer and are committed to creating a diverse working environment. To find out how we process your data view our careers privacy policy here