Trainer - Contact Centre

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

Location: remote/hybrid learning responsibilities

Shape the Learning Experience. Develop People. Drive Excellence.

About us

At inspiring vet care, our people are at the heart of everything we do. As the UK’s number one vet care provider, we're trusted with the care of over 2 million animals, delivering our purpose of healthier animals and happier owners.

As part of Central Functions, you will be part of the teams that support and enable our network of over 2,500 practices across 20 countries, driving operational excellence, innovation and strategic impact across the business.

Whether your expertise is in Finance, HR, Technology, Marketing, Data, Legal, Operations or another specialist area, your work will help support colleagues and practices to deliver outstanding care to animals and their owners.

About the Team

We're looking for an enthusiastic and engaging CCH Trainer to join our Contact Centre team. This is an exciting opportunity for someone passionate about developing people, sharing knowledge, and helping colleagues reach their full potential.

As our Trainer, you'll design, develop, and deliver impactful training programmes that support both new and existing colleagues. From onboarding new starters and supporting Gradbay cohorts to coaching experienced team members, you'll play a key role in building capability, confidence, and performance across the team.

You'll be a confident communicator with experience in training, coaching, or mentoring within a contact centre or customer service environment.

How You’ll Make a Difference

• 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 closely with Team Leaders and Shift Supervisors to support ongoing learning needs.
• Maintaining and improving training materials to reflect operational updates and best practice.
• Assessing trainee performance through observations, competency checks, and feedback.
• Providing regular updates and recommendations to leaders on training outcomes.
• Supporting the introduction of new systems, processes, and services through effective training delivery.
• Promoting excellent customer service, call handling, and clinical support standards.
• Building strong relationships across the Contact Centre and wider business.

Skills & Knowledge

• Experience delivering engaging training or coaching programmes.
• Strong presentation and facilitation skills.
• The ability to adapt learning approaches for different audiences and learning styles.
• Excellent organisational and planning skills.
• Experience providing constructive feedback and improving performance.
• Strong stakeholder management and relationship-building skills.
• Confidence using Microsoft Office and learning new systems.
• A proactive approach to problem-solving and continuous improvement.

You Might Be a Great Fit If...

You are a capable and collaborative professional who brings:

• Passion and enthusiasm helping others learn and succeed.
• Positive, energetic, and engaging.
• A collaborative team player.
• Professional, approachable, and supportive.
• Adaptable and comfortable working in a fast-paced environment.
• Committed to delivering exceptional customer experiences and continuously improving how we work.

How We’ll Support You

At inspiring vet care, we’re committed to supporting your development and wellbeing. When you join us, you’ll benefit from:

• A role with meaningful impact supporting thousands of colleagues and practices
• Clear career pathways with progression opportunities across the wider inspiring vet care Group
• Ongoing learning and development supported by experienced colleagues and specialist teams
• Access to internal networks, development programmes and professional growth opportunities
• A collaborative, values-led culture focused on care, innovation and continuous improvement

What We Offer Our Team

This is an exciting opportunity to shape the learning culture of a growing, customer-focused operation. You'll have the chance to make a real impact by developing colleagues, improving performance, and supporting service excellence across the Contact Centre.

• Cycle to Work scheme
• Green Cars salary sacrifice scheme
• Voluntary benefits: choose from a range of benefits to suit you
• Discounted staff pet care
• Access to discounts and cashback with hundreds of participating retailers

We’re committed to supporting our people through career development opportunities, wellbeing initiatives and access to world-class learning resources.

Whether you’re just starting out or looking to take the next step in your career, inspiring vet care offers the support, opportunity and community to help you grow.

Vets Now, Support Office

Penguin House, Castle Riggs, Dunfermline, KY11 8SG, United Kingdom

At IVC Evidensia we are a committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.

Any questions before applying?

Speak to Danielle Hughes from our recruitment team who would be happy to help you with any questions you have before applying for this role.