Contact Centre Trainer

**Contact Centre Trainer**

**Full-time, Permanent**

**40 hours per week - Shift Work Required**

**£21,000.00 - £23,000**

**Edgbaston, Birmingham**

**Role & Responsibilities**
- Responsible for delivering induction courses and coaching programmes throughout the employee life cycle,
- To deliver training in line with Project timelines and associated deadlines.
- To deliver and coordinate the training and development activities across the Contact Centre.
- To identify the skill needs of others, developing coaching/mentoring and training programs to ensure skill needs are addressed to improve overall performance and improve skills and knowledge.
- Create a centralised learning portal to ensure remote learning and refreshment of knowledge and skills.
- To encourage the desire for individual professional development and learning culture within the organisation.
- Supporting the HR Manager to establish standardised training processes to drive business improvement.
- To review and update current training material providing training efficiencies to support business growth
- To evaluate the effectiveness and continually improve training
- Work with the quality team to establish training/skill gaps within the contact centre

**As the main point of contact and voice of the business, you will play a very crucial role in supporting and coaching the wider teams to shape our patients’ experience, ensuring that they feel treated with respect, dignity and empathy. The role may be challenging at times as it requires diplomacy and the ability to stay focused and flexible in a high-pressure, targeted call centre environment.**

**Benefits**
- Ongoing Support and Training
- Excellent Career Progressions - many members of our Management Team have been promoted from within the company
- Paid Overtime
- Pension Scheme
- NHS Employee Discounts
- Annual Salary Review
- 20 days Annual Leave

**About you**
- **Minimum of 2 Years of Contact Centre or High-Volume training/supervisor experience**:

- **Experience in Call Centres**:

- **Effective problem-solving skills driven by correct protocol decision making**:

- **Strong Communication & Written skills**:

- **Strong organisational skills**:

- **High level of interpersonal skills**:

- **Logical process-driven thinker**:

- **Ability to analyse situations to enhance quality and service.**:

- **Excellent knowledge of Microsoft packages**:

- **Hours**:

- Due to the nature of the role and ongoing training requirements, we need flexibility with working patterns
- This will involve evening and weekend work on a rota basis that has the potential to change week by week in accordance with the business opening hours
- If successful, your potential shift hours will be:

- Monday - Friday 8 am-4 pm
- Monday - Thursday 12 pm-8 pm & Saturday 9 am-5 pm

**About Us**

HealthHarmonie Ltd is a fast-paced, growing organisation that operates from the vibrant city centre of Birmingham. Established in 2003, the company has grown with the ever-changing healthcare industry and developed its presence across the UK. We work in partnership with several NHS Integrated Care Boards and NHS Foundation Trusts nationwide to provide patients with access to community services closer to their homes.

**Expectations**

Your first few weeks with us will involve a comprehensive training programme which will provide you with the skills to be successful in the role. You will be shadowing the current Training Delivery Co-Ordinator and will get a true insight into the different services we provide to the community. This training is a vital part of the start of your career with us and you will need to commit to full attendance during this time.

**Diversity**

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