Contact Centre Trainer

Stacey Carrington
Contract Type
Customer Service
Expiry Date
27/09/2021 09:47:00
As a Contact Centre Trainer, you will be responsible for the design, delivery, and evaluation of all training within the Contact Centre unit.

Job Description

The Contact Centre is the first point of contact for all the SRA's customers; including solicitors, students, and members of the public.

As a Contact Centre Trainer, you will be responsible for the design, delivery, and evaluation of all training within the Contact Centre unit. Starting with the development of a strategic training plan, through to supporting staff at the end of a training session; their development and the competency of the unit is in your hands. You will work with the other Contact Centre Trainer to ensure that the team is trained and ready to support our customers through periodic projects, as well as progressing along their own personal training plans.

You will expertly combine systems training, with business knowledge and customer service skills. From group training to one-on-one coaching sessions, you will motivate people and provide constructive feedback that encourages staff to deliver an outstanding performance. You will design training, resources for staff to use internally and guidance for customers to use externally.

You will pro-actively seek feedback and be open to developing your own performance and the existing ways of working to continually enhance the learning experience. This is an excellent opportunity to shape and drive the team's development journey. You will develop a wide range of skills as you collaborate with, influence and support colleagues across the organisation.

What is in it for you?

  • Work in a high performing customer driven centre of excellence
  • Showcase your creativity through designing and delivering training
  • Involvement in projects and initiatives across the organisation
  • Have autonomy to shape and develop the role

What we are looking for

  • Proven experience of designing and delivering training in a fast-paced, customer service environment
  • Proven experience of enhancing both processes and the performance of staff
  • Confident in making and justifying decisions
  • Skilled in coaching and providing feedback to colleagues
  • Excellent communication skills (both verbal and in writing)

To apply:

Please upload a CV and cover letter clearly addressing how you meet the essential criteria for this role. To find out more about the recruitment and selection process and how to make the most of your application, please visit our jobs pages.

Useful and additional information

If you are looking to strike a balance between your personal and professional life we can discuss scope for flexible working arrangements prior to interview.

If you have any questions that aren't answered in the advert or on our website, please contact us via:

There is a full role profile included at the bottom of this advert.

We are moving to a hybrid working model and looking forward there will be a blend of home working and an office presence of one or two days a week, in our Birmingham office.

The interview process is still being conducted online in the first instance, and if you are successful one of the team will let you know what to expect.

Closing date of this advert is Sunday 26 September at 23:55, however we may choose to close this at an earlier date. If you are interested, we encourage you to apply as soon as possible.

Interviews for this role are likely to be the week of 4 October.

Stacey Carrington