At a Glance
- Tasks: Deliver engaging training to customer service teams and support their development.
- Company: Join Capita, a leading outsourcer transforming public sector services.
- Benefits: Enjoy 23 days' holiday, paid volunteering days, and comprehensive benefits.
- Other info: Opportunities for career growth and a supportive, inclusive environment.
- Why this job: Make a real impact by shaping exceptional customer service experiences.
- Qualifications: Experience in training delivery and strong communication skills required.
The predicted salary is between 40500 - 49500 £ per year.
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.
- What you'll be doing
- Deliver engaging virtual and classroom-based training to customer service teams.
- Facilitate new starter inductions, cross-skilling programmes and refresher training.
- Conduct role plays, assessments and knowledge checks to support learner accreditation.
- Support colleagues through nesting and speed-to-competency activities.
- Work closely with Operations and Quality teams to identify training needs and deliver targeted interventions.
- Ensure training content remains aligned with current processes, compliance requirements and customer service standards.
- Maintain accurate training records and assessment documentation.
- Support large-scale recruitment and mobilisation activity across multiple service lines.
What we're looking for
Essential
- Previous training delivery experience within a contact centre, customer service, BPO or operational environment.
- Strong facilitation and presentation skills.
- Experience onboarding and developing frontline customer service colleagues.
- Ability to assess competence through coaching, observations, role plays and practical exercises.
- Excellent communication and stakeholder engagement skills.
- Understanding of quality standards, customer outcomes and compliance requirements.
- Ability to thrive in a fast-paced and evolving environment.
Desirable
- Experience within public sector, regulated or citizen-facing services.
- Experience delivering training relating to vulnerable customers, complaints handling or sensitive service environments.
- Training or coaching qualifications.
- Experience using Learning Management Systems (LMS) or digital learning platforms.
- Knowledge of speed-to-competency or accreditation frameworks.
- 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?
- 23 days' holiday
- (rising to 27) with the opportunity to buy extra leave
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- 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
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
- 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 platform
- You'll get the chance to follow your chosen career path anywhere in Capita.
You'll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors.
There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that.
Our purpose is to create a better outcome for you.
Equal Opportunities
At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.
We want everyone to have the best chance of succeeding as they move through their application and start their career with us.
We are an equal opportunity and Disability Confident employer, we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process.
Please email reasonableadjustments@capita. com or call 07784 237318 and we'll get back to you to discuss.
For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team -
- CPScareers@capita. com
- #J-18808-Ljbffr
Call Centre Trainer employer: CAPITA PLC
Capita TV Licensing is an exceptional employer that prioritises employee growth and well-being, offering a competitive salary of £31,650 along with a company car or generous car allowance. With a flexible working schedule tailored to fit your lifestyle, comprehensive training, and a supportive work culture, you will have the opportunity to engage with diverse communities while making a meaningful impact in public broadcasting. Join us in Reading and unlock your potential in a role that values professionalism, empathy, and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Trainer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CAPITA PLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CAPITA PLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Centre Trainer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CAPITA PLC:Your cover letter is your chance to shine! Tell us why you want to work at CAPITA PLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CAPITA PLC!
How to prepare for a job interview at CAPITA PLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
