Training and Quality Coach

Liberata; Burnley; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading business process outsourcing provider in Burnley is seeking a Training and Quality Coach who will deliver comprehensive training and support for Customer Service Advisors. This role involves developing training materials and mentoring staff to ensure quality standards are met. Benefits include a hybrid work option upon successful probation and generous annual leave. Ideal candidates have excellent communication skills and at least 5 GCSEs, with a passion for learning and development.

Benefits

25 days annual leave

Wellness programme

Access to staff discounts and cash back with retailers

Qualifications

• Experience working on Revs, Bens, and NNDR.
• Willing to undertake further training to enhance knowledge/competence.

Responsibilities

• Deliver all aspects of training including legislative and Service Excellence.
• Coach and mentor Customer Service Advisors.
• Perform quality monitoring as per the Quality Management Framework.

Skills

Excellent Communication Skills

Competent with IT Systems

Flexibility for travel

Education

5 GCSEs or equivalent (A-C in English & maths)

Job description

Job Description:

Job information Training and Quality Coach from the Company Liberata, located in Burnley, United Kingdom. This job opening is open to job seekers with a GCSE education.

Job Responsibility:

Are you a Learning and Development specialist, who prides themselves in helping people grow?

Fancy a role with a great work-life balance?

Want to join a team where we make a difference to customers and colleagues on a daily basis?

You will join our expert in-house Training and Quality Coaches who play a vital role in the training and development of new to business and existing colleagues.

The team continually looks for new ways to improve overall training, with a focus on equipping colleagues to deliver First Contact Resolution on every call, supporting highly vulnerable customers.

Our Training and Quality team is flexible; you will deliver training via teams and face-to-face, balancing technology to enhance the learner experience and create opportunities for continuous improvement and consistency.

You will work as part of the team to refresh and create training material, continually seeking feedback from learners and the wider operational team.

Your New Benefits…

• Monday to Friday working
• No Bank Holiday working
• Working only between 9:00-5:00 Monday to Friday
• Option to Hybrid work upon successful completion of probation
• Free eye tests
• Close to local bus and train stations
• Discounted staff parking
• Opportunity to gain qualifications
• 25 days annual leave (Full-time) + up to 8 days Bank Holidays
• Organised company events
• Wellness programme
• Staff Referral Programme
• Access to staff discounts and cash back with retailers
• Liberata's contribution matching pension scheme
• Monthly engagement activities

Your tasks and responsibilities:

• Deliver all aspects of training, including legislative, system, technical, Data Protection, and Service Excellence
• Support the Corporate Services contract and Customer Services Advisors
• Maintain a working knowledge of changing legislation and customer services processes
• Perform quality monitoring as per the Quality Management Framework
• Work closely with the Quality & Training Manager to develop training solutions
• Coach and mentor Customer Service Advisors
• Be prepared to answer calls as required to support service lines
• Provide floor walking support
• Support and deputise for Team Leaders, ensuring KPI targets are met
• Adhere to Company policies, procedures, and Health and Safety Policy
• Lead or assist in incentive and motivational schemes
• Perform general admin tasks and create/update training material
• Travel to other office locations to support training and project-related activities

Your Deliverables:

• Ensure individual performance targets are met
• Ensure individual quality targets are met
• Maintain a high quality of work, in accordance with departmental and service agreements
• Observe confidentiality and data security of document handling

Requirements for the Role

• Experience working on Revs, Bens, and NNDR
• Experience applicable to the role and responsibilities
• 5 GCSEs or equivalent (A-C in English & maths)
• Competent with IT Systems
• Flexible for travel
• Excellent Communication Skills
• Willing to undertake any further training to enhance knowledge/competence

Desirable

• Trainer/Coach Qualification CPID or equivalent
• Trainer/Coach experience 1 year +
• Driving Licence

Liberata is one of the UK's leading providers of business process outsourcing and support services for the public and commercial sectors.

Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner.