Call Centre Trainer

Help shape the training behind services that make a difference
We're looking for experienced and engaging Call Centre Trainers to join Capita and support the delivery of critical public sector services across the UK.

This is an exciting opportunity to play a key role in mobilising new services, onboarding colleagues, and developing high-performing customer service teams. You'll support large-scale training delivery across a range of programmes, helping colleagues gain the skills, confidence and knowledge they need to deliver exceptional customer experiences.

Working within a fast-paced environment, you'll deliver training to new starters, support cross-skilling initiatives, and provide refresher learning to ensure teams remain compliant, capable and customer-focused. Job title:
Call Centre Trainer Job Description:

Whatyou'llbedoing

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Deliverengagingvirtualandclassroom-basedtrainingtocustomerserviceteams.

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Facilitatenewstarterinductions,cross-skillingprogrammesandrefreshertraining.

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Conductroleplays,assessmentsandknowledgecheckstosupportlearneraccreditation.

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Supportcolleaguesthroughnestingandspeed-to-competencyactivities.

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WorkcloselywithOperationsandQualityteamstoidentifytrainingneedsanddelivertargetedinterventions.

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Ensuretrainingcontentremainsalignedwithcurrentprocesses,compliancerequirementsandcustomerservicestandards.

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Maintainaccuratetrainingrecordsandassessmentdocumentation.

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Supportlarge-scalerecruitmentandmobilisationactivityacrossmultipleservicelines.

Whatwe'relookingfor

Essential

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Previoustrainingdeliveryexperiencewithinacontactcentre,customerservice,BPOoroperationalenvironment.

- Strongfacilitationandpresentationskills.

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Experienceonboardinganddevelopingfrontlinecustomerservicecolleagues.

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Abilitytoassesscompetencethroughcoaching,observations,roleplaysandpracticalexercises.

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Excellentcommunicationandstakeholderengagementskills.

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Understandingofqualitystandards,customeroutcomesandcompliancerequirements.

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Abilitytothriveinafast-pacedandevolvingenvironment.

Desirable

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Experiencewithinpublicsector,regulatedorcitizen-facingservices.

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Experiencedeliveringtrainingrelatingtovulnerablecustomers,complaintshandlingorsensitiveserviceenvironments.

- Trainingorcoachingqualifications.

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ExperienceusingLearningManagementSystems(LMS)ordigitallearningplatforms.

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Knowledgeofspeed-to-competencyoraccreditationframeworks.

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita ’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.

We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.

A publicly listed business with adjusted revenue of £2.6bn, Capita ’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders

What’s in it for you?

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23 days’ holiday (rising to 27) with the opportunity to buy extra leave

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The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

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Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

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Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

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Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platf