Contact Centre Training Assistant

Apply now Job no: 556452
Work type: Full time
Site: Redditch
Categories: Customer Support
Location: Worcestershire
Salary: Up to £28000
Business Area: Halfords Support Centre

About us

At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.

The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.

If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far.

About the role

Are you passionate about developing people and delivering amazing customer experiences? We’re looking for a dynamic and proactive Contact Centre Training Assistant to join our Group Contact Centre team.

In this vital role, you’ll play a key part in onboarding and upskilling both in-house and outsourced agents – helping shape confident, capable teams that consistently resolve over 90% of customer contacts first time. Working closely with our Training, Transformation, and Operations teams, you’ll be instrumental in building a centre of excellence that supports our ambitious customer service goals.

Whether it’s rolling out onboarding programmes, supporting ongoing training, or championing continuous improvement, you’ll have a real impact from day one. If you’re a great communicator, naturally collaborative, and excited by the idea of helping others thrive – this is your chance to make a difference where it truly counts.

Key responsibilities

• Deliver impactful training sessions across onboarding, product and service knowledge, customer experience, and contact handling best practices to equip agents for success.
• Support the Training Lead in assessing departmental training needs and identifying skill or knowledge gaps to address through targeted learning.
• Assist in designing and maintaining engaging training materials and documentation, ensuring all content is up-to-date, relevant, and well-governed.
• Provide train-the-trainer sessions to internal subject matter experts and outsourced partners to help embed knowledge and build internal capability.
• Manage key onboarding admin tasks, including system access setup, glide path performance tracking, and seamless handovers to team leaders.
• Help evaluate the effectiveness of training programmes, using feedback and performance insights to continuously improve both design and delivery.
• Track training delivered across the Contact Centre and log outcomes to maintain a clear record of team development activity.
• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• We offer hybrid working in our Support Centre, your time will be split across our Support Centre and working from home (depending on training delivery needs).
• You will have access to a wealth of employee discounts across the Halfords suite of products and services.
• Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.

About you

• You're a natural trainer with a real passion for developing others in a fast-paced, customer-focused environment.
• You bring positivity and accountability, consistently demonstrating role model behaviours.
• You know how to adapt your delivery style and build strong relationships that last – across teams, partners, and platforms.
• You're a confident communicator and collaborator, with experience working across teams and projects.
• You thrive under pressure, balancing priorities and managing a high volume of work with ease.
• You take initiative, stay motivated, and are always looking for ways to improve.
• You're comfortable presenting to a room – or a screen – and know how to keep people engaged.
• You're tech-savvy, with practical experience using MS Office, Teams, SharePoint, and PowerPoint.

Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.

At Halfords, we operate a hybrid working policy, your time will be split across our Support Centre (Redditch) and working from home (depending on training delivery needs).

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