Contact Centre Trainer

Contact Centre Trainer

Rawtenstall

Hours: 42 hours per week

Salary: £34,000 - £35,000 per annum DOE (plus bonus)

This is an incredible opportunity to work for a forward-thinking care provider, who'll support you to be the best you can be in your chosen field

Join us as our new Contact Centre Trainer at Medequip Connect and let us empower you to truly make a difference.

Our continued employee development programmes, internal training and exceptional leadership will give you the ability to continuously develop yourself professionally whilst providing person-centred care.

You'll be supported by an excellent team of professional and ever developing co-workers who all identify and align with Medequip's values and ways.

Who are Medequip Connect?

Medequip Connect provide services to over 50,000 people nationwide with the objective of providing reassurance and support to older, disabled or vulnerable people allowing them to remain safely in their own home.

We help people to maintain people's independence by providing Technology Enabled Care (TEC) and a range of associated equipment that gives them the confidence of knowing that assistance is available at any time, 24 hours a day. Our care technology services provide peace of mind to you, your family, and your friends.

About the role

As the Contact Centre Trainer for Medequip Connect, you will design, deliver, and evaluate high-quality training that equips all TEC Contact Centre staff with the skills and confidence to provide person-centred, tech-enabled support while ensuring best practice, TSA QSF compliance, and safe, effective use of digital assistive technologies.

Your day-to-day responsibilities will include, but not be limited to:

• Identify training needs across TEC Contact Centre operations.
• Design and deliver induction and ongoing training for operators, seniors, and team leaders.
• Ensure all training aligns with service policies, technology updates, and TSA Quality Standards.
• Create and maintain engaging materials (manuals, e-learning, knowledge bases, simulations).
• Provide refresher training, targeted coaching, and support with person-centred communication.
• Monitor call handling and system use to spot training needs and performance trends.
• Work with QA and operational teams to align training with service objectives.
• Evaluate training effectiveness and maintain accurate records for audit and compliance.
• Stay up to date with TEC systems and devices; train colleagues on digital tools and platforms.
• Liaise with IT and suppliers to incorporate system updates into training.
• Collaborate with managers and trainers to ensure consistent training delivery.
• Support onboarding, offer mentoring, and promote a positive learning culture.

About you

Above all, you will identify and align with our company values:

• We keep our promises.
• We empower people to be accountable for their actions and performance.
• We help people with empathy, courtesy, dignity and kindness.
• We show respect and are trusted by our colleagues, suppliers and customers.
• We believe in teamwork and are passionate about our work.
• We encourage innovation and the development of technology.
• We embrace change and seek to achieve excellence.
• We deliver cost effective, efficient and safe healthcare solutions.

Qualifications and experience required.

• Level 3 Award in Education (AET) / PTLLS. (Desirable)
• Minimum 1 year in a healthcare, call centre, or service-based role. (Essential)
• Experience delivering training in a call centre, contact centre, or care environment. (Essential)
• Experience developing and evaluating training materials. (Essential)
• Experience supporting staff with technology-enabled or digital systems. (Essential)
• Understanding of contact centre operations and performance metrics. (Essential)
• Knowledge of adult learning principles and training delivery methods. (Essential)
• Awareness of safeguarding, data protection, and confidentiality requirements. (Essential)
• Full UK driving licence held for at least 3 years and no more than 3 points. (Essential)

What we offer

• 33 days (inclusive of Bank Holidays)
• Company Bonus
• Continued professional development, training and learning support and opportunities for career progression.
• Pension scheme
• Healthcare scheme
• Life assurance
• Cycle to work scheme
• Free eye test, provided by Specsavers
• 15% Manage At Home discount
• Care First employee assistance program including free counselling.
• Access to Perkbox discount platform
• Free DBS check

We welcome applications from all sections of the Community as an Equal Opportunities Employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please let us know.

We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. Medequip's Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed in connection with our recruitment processes.

This role may be subject to an enhanced DBS disclosure and satisfactory references.

This role is not eligible for sponsorship. Candidates without satisfactory right to work in the UK are unlikely to be suitable.

Job Types: Full-time, Permanent

Pay: £34,000.00-£35,000.00 per year

Work Location: In person