Remote Contact Centre Trainer & Learning Coach

IVC Evidensia Group; Dunfermline; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Cycle to Work scheme

Green Cars salary sacrifice scheme

Discounted staff pet care

Retail discounts

Job summary

Vets Now is seeking a proactive CCH Trainer to design, develop and deliver training across our Contact Centre. You’ll onboard new starters, coach colleagues, and drive capability and performance while supporting Gradbay cohorts and live-environment readiness.

You’ll collaborate with Team Leaders, maintain current materials, and promote exceptional customer service and smooth systems adoption within a fast-paced veterinary care network.

Qualifications

• Experience delivering engaging training or coaching programmes.
• Strong presentation and facilitation skills.
• Ability to adapt learning approaches for different audiences.
• Excellent organisational and planning skills.
• Experience providing constructive feedback and improving performance.
• Strong stakeholder management and relationship-building.

Responsibilities

• Designing and delivering engaging training programmes for new starters and Gradbay cohorts.
• Facilitating virtual and on-the-job learning sessions.
• Supporting onboarding journeys and ensuring colleagues are fully prepared for live environments.
• Identifying skills gaps and delivering targeted coaching and development.
• Working with Team Leaders to support learning needs.
• Maintaining training materials and reflecting updates and best practice.
• Assessing trainee performance through observations and feedback.
• Supporting introduction of new systems and processes through training delivery.
• Promoting excellent customer service and professional standards.

Skills

Training delivery

Presentation skills

Facilitation

Learning styles

Stakeholder management

Microsoft Office

Problem solving

Coaching

Tools

Microsoft Office

Job description

Vets Now is seeking a proactive CCH Trainer to design, develop and deliver training across our Contact Centre. You’ll onboard new starters, coach colleagues, and drive capability and performance while supporting Gradbay cohorts and live-environment readiness.

You’ll collaborate with Team Leaders, maintain current materials, and promote exceptional customer service and smooth systems adoption within a fast-paced veterinary care network.