Call Centre Trainer

1 month ago

Swindon, United Kingdom Oak Furniture Land Full time

**Reports To**: Training and Quality Manager

Role Purpose

At Oak Furnitureland, the Customer Centre is the heart of our business and the voice of our customers. We are looking for a call centre experienced trainer to support our teams by providing learning and development training, assisting them in having the right knowledge, skills and behaviours to successfully perform in their current role, and where applicable, prepare them for their next role.

In short, we want to help our colleagues to be the best that they can be.

This position will work Monday to Friday 9.00 - 6.00.

What you will do

Work as a team of 2 trainers to deliver induction training for sales and customer service teams
Work with the Quality team and Operations Managers to understand where there are knowledge gaps and opportunities to help improve the experience our customers receive
Work with the Product and OD teams to ensure that content shared is fit for purpose for the Customer Centre, and that we are aligned with all learning and knowledge activity
Design and deliver a wide range of learning content including face-to-face development,
virtual training, learning programmes, and Train the Trainer sessions that support the delivery of the Customer Centre Vision
Work closely with the operations managers and Head of the Customer Centre to improve existing training material and develop additional training to support career growth for our colleagues
Liaise with our compliance teams and 3rd party suppliers to ensure our call scripts are relevant, up to date and are in line with the latest legislative requirements
Work with team managers to calibrate calls to ensure they are confident and accurate in assessing calls
Deliver accurate reporting to team managers, operations managers and the Head of the Customer centre on speed to competency, and call quality
Identify strengths and development areas within the Customer Centre through data analysis

Skills and Experience

Proven experience of coaching, training and development of individuals is essential
Strong organisational skills essential
Previous customer service or Telesales experience preferable
Excellent communication skills, with a proven ability to build strong relationships
Great literacy and numeracy skills is an added advantage
Good presentation skills are preferable, with strong attention to detail
Ability to work in a fast paced environment
Demonstrable passion for people, earning respect by leading by example
Confidence to hold yourself and others accountable for time management and quality expectations, and provide guidance and supervision to less experienced colleagues
Good understanding of call centre compliance requirements

What we offer

2-week induction with probation reviews at 6 weeks, 3 months and 6 months
Weekly buzz sessions and coaching sessions with your team manager
Weekly feedback sessions with our Quality Monitoring team
Monthly Department meetings to keep you up to date with what is happening around the business
Monthly Fun Days and quarterly fundraising events
Monthly Voice of the People Forum - your opinion counts
Wellbeing and discount benefits scheme (Hapi)
Your birthday off in addition to your holiday allowance
Monthly bonus scheme
Generous staff discounts

IND RLC

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