Contact Centre Trainer

Verisure; Newcastle upon Tyne; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

29 days annual leave including bankhol

Birthday off

Performance-related bonus

Onsite coffee shop and canteen

Discounted gym and health club

Private healthcare

Perkbox discounts

Employee referral programme

Discounts on Verisure alarm systems

Cycle to Work scheme

Job summary

Verisure is hiring a Contact Centre Trainer in Newcastle upon Tyne to lead training across Retentions, Upselling and Move/Take Over teams. You will deliver induction programmes, refreshers and targeted modules, working with managers to close knowledge gaps and improve customer interactions.

You will design engaging content, use PowerPoint and learning platforms, and provide coaching to enhance performance across the contact centre operations.

Qualifications

• Experience delivering training sessions, coaching or learning and development.
• Strong communication and presentation skills.

Responsibilities

• Deliver induction and ongoing training across teams.
• Coach individuals and groups to improve performance.
• Create training materials and guides.
• Collaborate with Team Managers to identify knowledge gaps.
• Monitor progress and adapt sessions for different learners.

Skills

Training delivery

Coaching

Communication

Adult learning principles

Organisational skills

Stakeholder engagement

PowerPoint

Education

L&D qualification

Tools

Microsoft PowerPoint

Learning management systems

Job description

Location: Quorum Business Park, Newcastle upon Tyne, NE12 8BU

Salary: £30,000 per annum + performance-related bonus

Working Hours: 37.5 hours per week, Monday to Friday

Shift Pattern: Rotating between 9:00am–5:30pm and 9:30am–6:00pm

Holidays: 29 days' annual leave including bank holidays, increasing to 31 days after one year's service.

About Verisure

Verisure is the leading European provider of professionally monitored security systems, protecting millions of families and small businesses across Europe and Latin America.

As our Newcastle operation continues to grow, we're looking for an engaging and experienced Contact Centre Trainer to join our team and play an important role in developing our people and improving operational performance.

The Role

Are you passionate about developing people, sharing knowledge and helping others reach their full potential?

We're looking for a confident and engaging Contact Centre Trainer to deliver training and development across our Retentions, Upselling and Move/Take Over teams.

Training will be at the heart of this role. You'll take ownership of delivering new starter induction programmes, facilitating refresher sessions and developing targeted training to address operational needs and improve colleague performance.

You'll work closely with Team Managers, Quality Specialists and operational leaders to understand where development is needed, identify knowledge gaps and create practical training solutions that make a real difference.

This is a varied, hands‑on position combining classroom training, coaching, content development and wider operational support. While delivering structured training programmes will be your main focus, you'll also support the operation with additional activities, coaching and customer calls when required.

We're looking for someone who can engage an audience, bring training to life and take the initiative to develop people beyond the classroom.

Key Responsibilities

Training Delivery & Development

• Plan and deliver engaging induction and onboarding programmes for new starters across Retentions, Upselling and Move/Take Over.
• Facilitate refresher training sessions to reinforce product knowledge, processes, compliance and customer service standards.
• Develop and deliver training covering communication, objection handling, negotiation, customer engagement and retention techniques.
• Design and deliver training for new products, services, systems and operational processes.
• Create, develop and maintain training materials, presentations, guides and supporting documentation.
• Use Microsoft PowerPoint and other learning tools to produce engaging and interactive training content.
• Monitor learner progress, assess understanding and identify individuals who may require additional support.
• Adapt training delivery to suit different learning styles, experience levels and individual development needs.
• Evaluate the effectiveness of training programmes and continually look for ways to improve the learning experience.

Coaching & Performance Improvement

• Work closely with Team Managers and Quality Specialists to identify knowledge gaps and areas where additional training is required.
• Develop targeted training plans to address operational challenges, improve performance and strengthen customer interactions.
• Provide individual and group coaching to reinforce learning and support colleague development.
• Support colleagues following formal training programmes, helping them apply their learning confidently in the workplace.
• Use quality feedback, operational results and performance trends to identify opportunities for further development.
• Support the introduction of new initiatives and changes through appropriate training and learning interventions.

Operational Support & Engagement

• Maintain a good understanding of day‑to‑day operations across Retentions, Upselling and Move/Take Over.
• Spend time alongside frontline teams to understand customer behaviours, operational challenges and emerging trends.
• Support the operation with customer calls when required, maintaining practical knowledge and understanding of the roles being trained.
• Provide additional floor support and guidance to colleagues where needed.
• Support ad‑hoc operational activities and wider business initiatives during periods when structured training is not scheduled.
• Build strong working relationships with operational leaders to ensure training remains relevant and aligned with business priorities.
• Occasionally support recruitment activities, including shadowing interviews, to help maintain alignment between candidate selection, onboarding and training.

About You

We're looking for someone who enjoys developing others and has the confidence, enthusiasm and ability to deliver effective training.

You'll be comfortable standing in front of a group, engaging people with different levels of experience and explaining information in a clear, practical and interesting way.

You'll also be someone who takes ownership, can identify where development is needed and is confident creating training solutions rather than simply delivering sessions that have already been prepared.

Ideally, you'll have:

• Previous experience in a training, coaching, learning and development or people development role.
• Experience delivering training sessions, workshops or group presentations.
• Excellent communication and presentation skills, with the confidence to engage and motivate others.
• Strong Microsoft PowerPoint skills and the ability to create professional, engaging training materials.
• An understanding of adult learning principles and effective training techniques.
• The ability to identify development needs and translate them into practical learning solutions.
• Strong organisational and planning skills, with the ability to manage multiple priorities.
• The confidence to work independently, show initiative and take ownership of responsibilities.
• The ability to build positive working relationships with colleagues and stakeholders at all levels.
• Previous experience within a contact centre, customer service, sales, retention or customer operations environment.
• Experience delivering new starter inductions and onboarding programmes.
• Knowledge of customer retention, objection handling, negotiation and sales techniques.
• Familiarity with learning management systems or e‑learning platforms.
• A recognised training, coaching or learning and development qualification.

Why Join Verisure?

At Verisure, we believe in developing our people and providing opportunities to build rewarding careers.

You’ll be joining a growing international organisation where you can make a genuine difference to colleague development, customer experience and operational performance.

Our benefits include:

• 29 days' annual leave including bank holidays, increasing to 31 days after one year's service.
• Your birthday off.
• Performance-related bonus.
• Onsite coffee shop and canteen.
• Discounted gym and health club memberships.
• Private healthcare and MediCash cash plan.
• Discounts and offers through Perkbox.
• Employee referral programme.
• Discounts on Verisure alarm systems.
• Cycle to Work scheme.

A career with Verisure offers opportunities for development, internal progression and the chance to build a long‑term career within a growing international business.