Contact Centre Trainer

**_Job Title_**_ - Contact Centre Trainer_

**_ Location_**_ - UK, any location with regular travel between sites_

**_ Contract Type_**_ - Full-time permanent_

**_ Salary_**_ - £30-35k_
- _

**_About us:_**

As the world's leading provider of spare parts and repair solutions in industrial electronics, robotics and automation, we have been supporting our customers in maintaining their systems for more than 40 years. Thanks to our constantly growing stock of currently more than 35+ million parts globally and decades of cooperation with well-known manufacturers, our customers benefit from comprehensive solutions and fast response times. We are currently represented worldwide, our HQ is in New Jersey, USA.

**About the role**:
We are seeking a skilled and motivated Contact Centre Sales and Service Trainer to join our dynamic team.

**Main duties of the job**

Training Program Development:

- Design and develop comprehensive training materials, including presentations, training manuals, job aids, and interactive activities.
- Incorporate sales techniques, customer service best practices, and product knowledge into training programs.

Training Delivery:

- Conduct engaging and interactive training sessions for new hires and existing employees to enhance their sales and service skills.
- Utilise various training methods, such as classroom training, virtual sessions, role-playing, and on-the-job coaching, to cater to different learning styles.
- Ensure training sessions are delivered in a clear, concise, and effective manner, fostering a positive learning environment.

Performance Evaluation:

- Monitor and evaluate the performance of sales and service representatives during training and after they transition to their roles.
- Provide constructive feedback and coaching to individuals to enhance their skills and address areas for improvement.
- Conduct periodic assessments and quizzes to gauge the effectiveness of training programs and make necessary adjustments.

Sales and Service Process Improvement:

- Collaborate with contact centre management to identify opportunities for process improvement in sales and customer service.
- Work with relevant stakeholders to implement changes and updates to training programs based on process improvements.

New Product and Service Launch Training:

- Develop and deliver training sessions for new product or service launches, ensuring employees are well-prepared to handle inquiries and effectively promote offerings.

Training Administration:

- Maintain accurate training records and update training materials as needed.
- Coordinate training schedules, resources, and logistics to ensure seamless training delivery.

Required Skills

**About you**:

- Proven experience as a Sales Trainer, Customer Service Trainer, or related role in a contact centre environment.
- Must also be able to travel and deliver some inductions/training in one or more of our European locations.
- In-depth knowledge of sales techniques, customer service principles, and contact centre operations.
- Outstanding presentation and communication skills, with the ability to engage and inspire learners.
- Strong coaching and mentoring abilities to provide constructive feedback and support individual growth.
- Proficiency in creating and delivering training materials, including digital and multimedia content.
- Excellent organisational skills with the ability to manage multiple training projects simultaneously.
- Familiarity with Learning Management Systems (LMS) is a plus.
- Flexibility to adapt to changing training needs and priorities.
- Certification in training and development (e.g., CIPD, AET) is advantageous.

**What you will receive in return**:
We are not your typical company, we are a family. A global family that gives you a huge network of experts and specialists to work alongside. We have built a business where our employees can thrive. Being part of Radwell International is extremely rewarding (and challenging) as we strive as a team to be the best in our industry, we offer a generous benefits package.

**What’s next?