Trainer - Contact Centre

Lever, Inc.; Dunfermline; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Healthcare Cash Plan

Cycle to Work scheme

Green Cars salary sacrifice scheme

Voluntary benefits

Discounted staff pet care

Access to discounts and cashback

Job summary

inspiring vet care seeks a proactive Trainer to support the Contact Centre learning initiatives. You will design, develop, and deliver training for new starters and Gradbay cohorts, coaching colleagues to reach their full potential and promote exceptional customer service and clinical support standards.

Collaborating with Team Leaders to identify skills gaps, you will maintain current materials and facilitate virtual or on-the-job sessions, ensuring onboarding readiness and continuous

Qualifications

• Proven experience in designing and delivering engaging training or coaching within a contact centre or customer service environment.
• Ability to tailor learning approaches to diverse audiences and learning styles.
• Strong ability to structure, plan, and manage training programmes and materials.

Responsibilities

• Designing and delivering engaging training programmes for new starters and Gradbay cohorts.
• Facilitating virtual and on-the-job learning sessions.
• Supporting onboarding journeys to prepare colleagues for live environments.
• Identifying skills gaps and delivering targeted coaching and development.
• Collaborating with Team Leaders and Shift Supervisors to address ongoing learning needs.
• Maintaining and updating training materials to reflect operational updates and best practices.
• Assessing trainee performance through observations and feedback.
• Providing updates and recommendations to leaders on training outcomes.

Skills

Experience delivering training

Presentation & facilitation

Adapt learning approaches

Organisational & planning

Feedback & performance improvement

Stakeholder management

Microsoft Office

Problem-solving & continuous learning

Tools

Microsoft Office

Job description

Trainer - Contact Centre Hub (CCH)

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...

• 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.

• Healthcare Cash Plan
• 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.