Contact Centre Trainer

at  Higher Ed Partners

Job Description Contact CentreTrainer
The Role
To assume responsibility for conducting induction training for HEP UK as part of the wider Trainer team. Working closely with Operational Management and Human Resources, the role will lead on the day to day running and administration of the initial training provided to Contact Centre, and inclusion of all new starters within HEP UK to some elements.
The role will require an understanding of the different functional areas of HEP, and to work with Management of each department to ensure that the experience of new starters during their Onboarding and Probationary Period is efficient, well rounded and sets them up to succeed in their new role.
Successful achievement of this role will require excellent facilitation and organisational skills, and the ability to engage new starters with a proactive, continuous improvement approach to learning materials.
Based in the UK with occasional travel expected across HEP UK sites

GENERAL ACCOUNTABILITIES

• Lead the organisation to a high-performing, customer-centric culture through exemplar behaviour in accordance with HEP UK Leadership Competencies.
• Lead employees in working flexibly and collaboratively across structural boundaries as part of cross functional teams, and in support of key functional outputs, regardless of where they sit within the organisation.
• Lead the development of organisational capability through good people management, including the training, development, mentoring and coaching of team members.
• Thinking creatively, challenging the norms, and constructively challenging those around you (including those more senior) to ensure continuous improvement, commercial astuteness, and inspire the same in employees.

KEY SKILLS AND QUALIFICATIONS

• Award in Education and Training (Level 3) qualified, or willing to work towards
• Excellent group facilitation skills
• Ability to proactively engage multiple stakeholders in design of course content

JOB PURPOSE

To design and deliver well-structured courses and build fit-for-purpose content, using continuous research in adult education and digital delivery to ensure the highest quality of training provision is received by all new starters into HEP UK

ROLE SPECIFIC ACCOUNTABILITIES

Conduct full Induction training sessions with all new contact centre team into the business
Liaise with Contact Centre management team to identify, organise and facilitate Induction, performance and refresher training as required.
Understand the needs of the business to ensure Induction and related legal compliance training is organised and delivered cost effectively.
To support and coach trainees on Company training schemes, identifying any additional training requirements and liaising with key stakeholders to provide support as needed.
Observing the daily operations of call centre employees and identifying any areas of improvement.
Preparing procedures and policies regarding sales techniques and appropriate agent conduct.
Working closely with Department Managers and Team Leaders to ensure thorough implementation and evaluation of the training programmes.
Maintain training information on the database / system for training reporting and record maintenance.
Provide reports as required to the Contact Centre management team.

ROLE RESPONSIBILITIES

Train new Contact Centre employees through the Induction Training programme, and other new HEP UK employees as appropriate
Update Training Course materials using feedback, performance data analysis and own research into best practice regularly.
Obtain Training Feedback from course attendees and generate both monthly and ad hoc reports as required.
Work with Contact Centre to evaluate the Induction Training programme and update course content and Management as appropriate
Monitor Contact Centre employee progress from Induction Training through their Probationary period, supporting their Line Management with providing additional feedback and training as required
To work flexibly across the department, cross covering for colleagues as required
To undertake any other responsibilities relevant to the role, or reasonably requested by the Line Manager