Public Sector Contact Centre Trainer & Onboarding Lead

Capita; England; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

23 days' holiday

Volunteer day

Pension scheme

Cycle to work

Maternity leave

Discounts and wellbeing benefits

Employee networks

Job summary

Capita is looking for experienced Call Centre Trainers to deliver engaging training to customer service teams across the UK. You will lead new starter inductions, cross-skilling, and refresher training, using both virtual and classroom formats.

The role involves assessing competence through coaching and role plays, maintaining training records, and supporting large-scale recruitment and mobilisation across multiple service lines.

Qualifications

• Experience delivering training in contact centre or customer service.
• Strong facilitation and presentation skills.
• Experience onboarding and developing frontline colleagues.
• Ability to assess competence through coaching, observations and role plays.
• Excellent communication and stakeholder engagement skills.
• Understanding of quality standards, customer outcomes and compliance.

Responsibilities

• Deliver engaging virtual and classroom training to customer service teams.
• Lead inductions, cross-skilling and refresher training.
• Conduct role plays, assessments and knowledge checks for learner accreditation.
• Support nesting and speed-to-competency activities.
• Collaborate with Operations and Quality to identify training needs and deliver interventions.
• Ensure training content aligns with processes and compliance.
• Maintain training records and assessment documentation.
• Assist large-scale recruitment and mobilisation across service lines.

Skills

Facilitation

Presentation

Onboarding

Coaching

Stakeholder engagement

Communication

Quality & compliance knowledge

Public sector experience

Vulnerable customers training

Accreditation frameworks

Training delivery

LMS usage

Tools

LMS

Job description

Capita is looking for experienced Call Centre Trainers to deliver engaging training to customer service teams across the UK. You will lead new starter inductions, cross-skilling, and refresher training, using both virtual and classroom formats.

The role involves assessing competence through coaching and role plays, maintaining training records, and supporting large-scale recruitment and mobilisation across multiple service lines.