Contact Centre Training Manager

1 week ago


London, Greater London, United Kingdom Higher Ed Partners Full time

About the Position and Company

The Trainer role at HEP UK entails overseeing the design, development, and delivery of training programs. Collaborating closely with Operational Management and Human Resources, you will be responsible for enhancing the training experience for Contact Centre employees and new starters. Your role will involve ensuring a smooth Onboarding and Probation Period for new recruits, contributing to their success in the organization.

Main Responsibilities

  • Develop tailored training programs for Contact Centre employees
  • Lead the Induction and Probation framework for all HEP UK staff
  • Manage HEP UK Trainers to deliver engaging training sessions
  • Assess training effectiveness and make improvements as needed

Role Focus Areas

  • Training Program Development and Design: Conduct Training Needs Analysis, Develop Training Programs, and Create Curricula tailored to learning objectives
  • Training Delivery and Facilitation: Deliver engaging sessions, facilitate group discussions, and provide guidance to participants
  • Evaluation and Improvement: Assess training effectiveness through feedback mechanisms and continuously enhance training outcomes
  • Logistics and Resource Management: Coordinate training logistics, manage LMS, and integrate technology for enhanced delivery
  • Compliance and Employee Development: Ensure compliance with laws and policies, and support employee development planning
  • Communication and Reporting: Communicate training progress and outcomes to stakeholders
  • Team Management and Culture Building: Provide leadership to trainers, foster collaboration, and promote a culture of continuous learning

Key Skills and Qualifications

  • Award in Education and Training (Level 3) qualified, or willingness to work towards
  • Strong group facilitation skills
  • Proactive engagement with stakeholders for course content design

Benefits

  • Remote Work option or office locations in Brighton or London
  • Competitive Salary of £45,000 annually
  • 28 Days Annual Leave + UK Bank Holidays
  • Career/personal development opportunities through innovative training portal
  • Enhanced Employer Pension Contributions and refer a friend scheme


  • London, Greater London, United Kingdom Higher Ed Partners Full time

    To apply for this position please follow the link: The Role To assume responsibility for design, development and delivery of training programmes for HEP UK as part of the wider Trainer team. Working closely with Operational Management and Human Resources, the role will lead on the day to day running and continuous improvement of training provided to...


  • London, Greater London, United Kingdom Fintelligent Search Full time £40,000

    Are you an experienced Contact Centre Manager looking for a new challenge? Our client, is looking for a Analytical and Performance Driven Manager to join their team in Manchester City Centre. This company is all about redefining financial inclusion, providing bespoke lending solutions to UK homeowners and challenging traditional norms. As a Contact Centre...


  • London, Greater London, United Kingdom CCR Recruitment & Selection Full time

    OUTBOUND CONTACT CENTRE MANAGERCentral LondonUp to £70,000 Negotiable, OTE 90k Plus Excellent BenefitsRESPONSIBLE FOR:Lead Generation Teams & New Business SpecialistsGENERAL RESPONSIBILITY:Implement the Business Development process and delivery across the Outbound Contact CentreSPECIFIC RESPONSIBILITIES: The Contact Centre Manager will oversee the daily...


  • London, Greater London, United Kingdom Bunk Campers Group Full time £30,000

    Join thl UK & Ireland - Contact Centre Manager PositionAre you passionate about delivering exceptional customer service and creating unforgettable memories for guests? If so, thl UK & Ireland is the place for you! Join our team as a Contact Centre Manager and be part of a close-knit crew dedicated to providing top-notch service.Responsibilities:Ensure guests...


  • London, Greater London, United Kingdom Page Personnel Full time

    Join a large UK retailer brand Enjoy hybrid workingAbout Our Client:Our client is a prominent retail company with a strong presence in the United Kingdom. They are known for their high-quality products, excellent customer service, and commitment to providing an exceptional shopping experience. As the Head of Contact Centre, you will be joining a...


  • London, Greater London, United Kingdom OPPO Full time

    Brief: Exciting opportunity representing a major smartphone & IoT manufacturer in a mobile network's contact centre increasing brand advocacy and influencing sales through relationship building, training and interactions with the products. This role will appeal to candidates with both sales and project planning experience, a passion for technology and...


  • London, Greater London, United Kingdom Pertemps Social Care Full time

    Deputy Contact Centre Manager, £30.91ph, Children's Services, EnfieldPertemps are looking for a qualified and experienced Social Workers to work within the Children & Families services at Edmonton Contact Centre. The aim of the service is to provide a safe, secure and child friendly environment where children 0-16 years can have direct contact with the...


  • London, Greater London, United Kingdom Pertemps Social Care Full time

    Deputy Contact Centre Manager, £30.91ph, Children's Services, EnfieldPertemps are looking for a qualified and experienced Social Workers to work within the Children & Families services at Edmonton Contact Centre. The aim of the service is to provide a safe, secure and child friendly environment where children 0-16 years can have direct contact with the...


  • London, Greater London, United Kingdom National Grid Full time

    Applications are invited for Temporary and Permanent Contact Centre Advisors within the Contact Centre based at Castle Donington. As one of our Contact Centre Advisors working shifts, you will play a key role in representing the Company positively at all times by handling all telephone calls (inbound & outbound), in a professional, courteous and empathetic...


  • London, Greater London, United Kingdom De'Longhi Group Full time

    Contact Centre Support | De'Longhi Group (De'Longhi, Kenwood and Braun) | Kenwood Global Headquarters, Havant, Hampshire | £Competitive + excellent benefits package Is customer service a job or a mission? This is a part time job share - 2.We're determined to make customer experience a key differentiator for all our brands. To that end we're now seeking a...

  • Centre Manager

    1 week ago


    London, Greater London, United Kingdom WINTON HOUSE CENTRE Full time

    Once again in partnership with Petersfield Climate Action Network we held the Christmas Present Exchange. This year's event took place on Saturday... The Centre will be closed for the Christmas period from:3.30 pm on Thursday 21st December and will re-open on Tuesday 2nd January at 9.30 am. End of Season Tea Party held on Monday 6 November in the Winton...


  • London, Greater London, United Kingdom Eutopia Solutions Limited Full time

    Contact Centre Director (Consumer Sales) - Digital Learning in Higher Education£90-110k + 20% bonusCentral London (hybrid working)Join a leader in the digital learning industry I am working exclusively with a forward-thinking commercial company to hire a Contact Centre Director with experience of driving high performance in a direct to consumer / D2C / B2C...


  • London, Greater London, United Kingdom Adecco Full time

    Role: Contact Centre SpecialistPay Rate: CompetitiveDuration: 3-month contract, that has the potential to turn into a permanent role.Hours: 9am - 5pm - office basedLocation: Beaufort House, 15 St Botolph Street, London EC3A 7QUAre you a people person? Are you a good listener who has the want to resolve customer issues? Then this role is for you:A great...


  • London, Greater London, United Kingdom De'Longhi Group Full time

    Contact Centre Support | De'Longhi Group (De'Longhi, Kenwood and Braun) | Kenwood Global Headquarters, Havant, Hampshire | £Competitive + excellent benefits packageIs customer service a job or a mission? This is a part time job share - 2.5 days per week Wednesday - Friday lunchtimeIf you're passionate about customer service and understand how much of a...


  • London, Greater London, United Kingdom Peabody Full time

    Peabodyhas an exciting opportunity for a Contact Centre Advisor on a full-time, permanent basis based in London. In return, you will receive a competitive salary of £22,400 rising to £23,600 per annum.About the Contact Centre Advisor role:Here at Peabody, we have 4 positions going for a Contact Centre Advisor on a permanent contract at our Ealing Gateway...


  • London, Greater London, United Kingdom Twin Employment & Training Ltd. Full time

    Twin Group is an award-winning provider of education, travel, work experience, accommodation, and employment services. We offer a diverse number of life-enhancing services to our clients and every member of our team is essential in achieving this. The Centre Manager has overall responsibility for their allocated Summer Centre and is integral to the success...


  • London, Greater London, United Kingdom Imperial College Healthcare NHS Trust Full time

    Do you want to utilise and continue to grow your communication and customer services skills, within a diverse and collaborative, patient focused team, then look no further.Patient Service Care (PSC), provides an outpatient booking, diagnostic booking, inpatient / day case booking and switchboard service. The PSC is a contact centre for patients and referrers...


  • London, Greater London, United Kingdom Spencer Clarke Group Full time £400

    My client in Central London is looking to appoint a talented Contact Centre Improvement Lead on a Contract basis. The role will play a key role in supporting the current improvement programme, including embedding and training a new IT system. This is a very can-do role.About the role: Based in Central London (Hybrid): Act as an operational lead, delivering...


  • London, Greater London, United Kingdom AllSaints Full time

    Contact Centre Team Leader:London, England, United Kingdom:THE ALLSAINTS TEAMAt AllSaints we are in the business of feelings - making our customers feel cool and confident. If, like us, you believe in the power of a great outfit, we'd love to talk to you.We're a global brand made up of a very diverse mix of talented people in a huge variety of roles. Our...


  • London, Greater London, United Kingdom Bupa Full time

    Contact Centre Team LeaderCromwell HSK, SW5 0TU£36,000Full Time Hours, 37.5 per weekA bit about usWe're an internationally recognised hospital located in the heart of Kensington, London. At the Cromwell Hospital we're committed to providing the highest quality healthcare for our patients. We're one of the preferred health care providers for leading...