Trainer in Cardiff

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years. We provide a supportive environment that is committed to enabling our people to be the best ensuring they feel proud to be themselves and part of BUUK Infrastructure. We are looking for a Retail Trainer who would like to help us reach our mission to earn customer loyalty and drive business growth by providing consistently excellent service.

Purpose of this role

Co-ordinate, organise, and deliver training programs within a multi contact channel contact centre. To create and update training materials, schedule training sessions and deliver training sessions. The training sessions will include induction and refresher training of existing employees. Identify improvement opportunities within the department and tailor bespoke refresher training to drive continuous improvement. This is a crucial role in enhancing employee skill, knowledge, and performance to support the department's goals and objectives.

Your key responsibilities are

• Creating and updating training material.
• Ensuring the business remains ahead of all industry and regulatory changes in a dynamic and fast changing environment.
• Research, gather, and compile relevant training content, resources, and materials.
• Adapt existing training materials or develop new ones to meet the specific needs of the department.
• Ensure training materials are up-to-date, accurate, and aligned with industry best practices.
• Training Program Coordination.
• Collaborate with department stakeholders to identify training needs, goals, and objectives.
• Conduct ongoing assessments to identify knowledge gaps and skill requirements.
• Design, develop, and deliver training programs.
• Create training schedules, being mindful of shift patterns and department performance.
• Take ownership of logistics including room booking, equipment setup, participant registration and updating shift rotas.
• Ensure recently trained individuals/teams have adequate floorwalking support.
• Training Delivery and Facilitation.
• Conduct engaging and interactive training sessions, workshops, and seminars.
• Utilise various instructional methods and techniques to cater to different learning styles.
• Deliver training programs both in-person and via virtual platforms, as required.
• Facilitate discussions, group activities, and practical exercises to reinforce learning.
• Stakeholder Engagement.
• Collaborate with subject matter experts, system analysts, managers and operation teams to gather input and insights for training content.
• Communicate training objectives, schedules and expectations to participants and department stakeholders.
• Foster positive relationships with stakeholders to ensure their active involvement and support in training initiatives.
• Training Evaluation and Feedback.
• Assess the effectiveness of training programs through participant feedback, evaluations, and performance metrics.
• Monitor and track training outcomes and identify areas for improvement.
• Continuously enhance training programs based on feedback and emerging training needs.
• Documentation and Reporting.
• Maintain accurate records of training attendance, evaluations, and training materials.
• Prepare reports summarising training activities, participant feedback, and outcomes.
• Share training-related insights and recommendations with department management.
• Trainee Handoff.
• Prepare detailed handover information relating to each trainee, to be relayed to the team manager following training completion, these handovers should include strengths, focus areas and any other areas of concern.

Qualifications

BSc degree in Education, Human Resources or relevant field or experience within a relevant field.

Experience/Knowledge

Extensive work experience in a relevant field. Proven experience in instructional design, training facilitation, and program coordination.

Abilities/Skills

• Strong knowledge of adult learning principles and training methodologies.
• Excellent communication, presentation, and interpersonal skills.
• Ability to collaborate effectively with stakeholders at various levels within the organization.
• Exceptional organizational and time management abilities.
• Proficient in using training delivery platforms and software tools.
• Detail-oriented with a focus on delivering high-quality training materials and experiences.
• Flexibility to adapt training methods and approaches to meet diverse learner needs.
• Strong problem-solving skills and the ability to think critically and creatively.
• Friendly and approachable manner.

Desirable

• Project management qualifications.
• Experience in training within a contact centre environment.
• Excellent knowledge of call centre procedures and expertise in quality assurance.

What can you expect from us

• Cost of living annual pay review.
• Company pension contributions up to 10% if employees contribute 5%.
• 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
• Enhanced maternity, paternity and adoption pay.
• To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).
• Hybrid working for eligible roles.
• Development opportunities to reach your career aspirations.

BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.

Please note we reserve the right to close the role early. Therefore, if you're interested in this role, we encourage you to apply as soon as possible.