Job description
Customer Experience Centre Trainer & Coach - Chelmsford Contact Centre
Are you passionate about developing people, driving performance and delivering exceptional customer experiences?
At Group 1 Automotive, our people are at the heart of everything we do. As we continue our exciting growth journey, we are looking for a passionate and experienced Contact Centre Trainer to help shape the success of our Customer Experience Centre teams.
This is a fantastic opportunity to play a key role in developing colleague capability, improving customer outcomes and supporting operational excellence. Working closely with leaders across the business, you'll help create a culture of continuous learning, coaching and professional development while ensuring our colleagues have the skills, knowledge and confidence to succeed.
If you're an experienced trainer, coach, quality specialist or contact centre professional looking for your next challenge, we'd love to hear from you.
What we can offer you Enjoy 33 days of annual leave (including bank holidays) to rest and recharge
Save money every day with our exclusive retail discounts
Drive a great deal with discounts on new and used cars, plus servicing offers
Plan for the years ahead with our company pension scheme
Balance home and work with our industry-leading family-friendly policies designed to help you spend more time with the people that matter
Commute for less with our cycle-to-work scheme
Prioritise your wellbeing with dedicated support for you and your family
24/7 access to healthcare professionals , ensuring you get the expert advice you need quickly and easily
Make a difference with a paid day to volunteer in your community
Invest in your future with our company share purchase plan
Earn financial rewards when you refer a friend to join the team
Keep learning and growing with our training and development opportunities for everyone.
Life assurance with the option to increase cover
We're open to flexible working options - just ask
What you'll do day to day Design, develop and deliver engaging onboarding, induction and ongoing training programmes for Customer Experience Centre colleagues
Create and maintain learning materials including training guides, e-learning modules, videos, knowledge resources and classroom content
Deliver regular coaching sessions focused on improving quality, productivity, customer experience and commercial performance
Use quality assessments, customer feedback and performance data to identify development opportunities and capability gaps
Create and monitor development plans to support colleague growth, performance and career progression
Monitor customer interactions across telephone, email, web chat and digital channels to ensure service excellence and compliance standards are met
Conduct quality assurance reviews and provide actionable feedback to support continuous improvement
Identify trends, root causes and coaching opportunities that impact customer outcomes and operational performance
Support the delivery of key contact centre KPIs, including conversion, productivity, quality assurance and compliance measures
Deliver training and coaching on company policies, regulatory requirements, GDPR and customer communication standards
Support the implementation of new systems, processes, products and operational initiatives through targeted learning solutions
Partner with Team Leaders and operational stakeholders to identify development priorities and improve colleague capability
Act as a subject matter expert for customer contact processes, systems and customer experience standards
Produce reporting and insights on training effectiveness, quality outcomes and colleague progression
Help embed a culture of continuous learning, coaching and accountability across the Customer Experience Centre
Support business change programmes and transformation initiatives while promoting best practice across all teams
Helpful skills and qualifications
Don't worry about ticking off every single skill here - if you care about delivering great experiences as much as we do, we want to hear from you. Previous experience in a training, coaching, quality assurance or contact centre development role
Strong facilitation, presentation and coaching skills
Experience designing and delivering engaging learning programmes
Ability to analyse performance and quality data to identify development opportunities
Excellent communication and stakeholder management skills
Passion for colleague development, coaching and continuous improvement
Strong organisational skills with the ability to manage multiple priorities
Experience working within customer service, contact centre or customer experience environments
Understanding of compliance requirements including GDPR and customer communication standards
Confident using digital learning tools, contact centre technologies and Microsoft Office applications
Ability to build strong relationships, influence others and drive positive behavioural change
A proactive, collaborative and customer-focused mindset
We value diversity and believe it strengthens our team. If you don't meet every requirement listed but are enthusiastic about this role and eager to learn, we encourage you to apply.
Be part of something big
Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail.
But you don't need to love cars to work with us - just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people.
Our Values
At Group 1 Automotive we pride ourselves on our five core values that are incorporated in all we that do.
Respect - Integrity - Transparency - Teamwork - Professionalism
These are the principles that every member of our team lives by, whether that be business functions, customer interactions, how we interact with the local community and even how we view each other in the team.
TPBN1_UKTJ
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