At a Glance
- Tasks: Train and develop call centre colleagues to deliver exceptional customer service.
- Company: Join a leading company dedicated to supporting retired homeowners.
- Benefits: Competitive salary, 24 days leave, private medical insurance, and career progression.
- Other info: Dynamic environment with opportunities for continuous learning and development.
- Why this job: Make a real impact by helping others succeed in their roles.
- Qualifications: Energetic, confident, and experienced in training or system support.
The predicted salary is between 31500 - 38500 £ per year.
Location: Office based, Ringwood Hampshire
Contract / Hours: Permanent position, 37 hours per week
Package: Competitive salary and excellent Colleague benefits
About the Role
Churchill Estates Management are recruiting for a new Call Centre Trainer to join our Customer Service team based in Ringwood. We are looking for an enthusiastic, engaging, and knowledgeable trainer to play a key role in developing our call centre colleagues. This is an exciting opportunity to take ownership of the onboarding and training journey for new starters, ensuring they have the skills, confidence, and knowledge to deliver an exceptional customer experience from day one.
Working closely with the Customer Service management team, you will design and deliver engaging training programmes covering our systems, processes, products, and customer service standards. You'll also provide ongoing coaching and support to existing team members, helping to continuously develop skills, improve performance, and maintain high-quality customer interactions.
Your key responsibilities will include:
- Induction & Onboarding: Deliver engaging induction programmes for all new call centre colleagues. Ensure new starters are fully equipped with the knowledge, skills, and confidence required to succeed in their role. Support colleagues throughout their onboarding journey, providing coaching and guidance as they transition into the team.
- Training Delivery: Deliver classroom-based and one-to-one training sessions covering systems, processes, customer service techniques, and call handling. Adapt training styles to suit different learning needs and encourage participation throughout each session. Provide refresher training and ongoing development sessions for existing colleagues.
- Systems & Process Training: Develop expert knowledge of our call centre systems, CRM platforms, and internal processes. Train colleagues on system functionality, call workflows, and best practice. Support the rollout of new systems, processes, and service improvements by delivering effective training and guidance.
- Coaching & Quality Improvement: Work closely with Team Leaders to identify development needs through call quality monitoring and performance feedback. Deliver targeted coaching to improve customer service, compliance, and call handling skills. Help embed a culture of continuous learning and development across the Customer Service team.
- Training Content & Continuous Improvement: Create and maintain engaging training materials, user guides, presentations, and e-learning resources. Update training content to reflect changes in systems, processes, and business requirements. Gather feedback from trainees and stakeholders to continually improve the effectiveness of training programmes.
- Stakeholder Engagement: Build strong relationships with Customer Service leaders and colleagues across the business. Act as the go-to expert for call centre training and onboarding support. Promote best practice and encourage consistency in customer interactions across the team.
Standard hours of work at Churchill Estates Management are 9:00 am to 5:30 pm, Monday to Thursday and 9.00am to 5.00pm on Friday with one hour for lunch each day.
About you
We are looking for someone who is:
- Energetic, personable, and confident when presenting or working with teams.
- Curious and eager to learn new systems and technologies.
- A clear communicator, able to break down complex processes simply.
- Organised and proactive, with strong attention to detail.
- Experienced in training or system support.
- Able to create helpful documentation and videos.
If you're enthusiastic about learning, enjoy helping others succeed, and love variety in your work, you'll thrive in this role.
Your rewards:
- Competitive salary
- 24 days annual leave, plus Bank holidays
- Extra day off on your Birthday
- BUPA private medical insurance
- Health screening
- Group pension scheme
- Opportunities for CPD and career progression across the group
About us
As part of the Churchill Retirement group of companies, Careline Support Ltd provides a telephone support service to over 11,000 retired Homeowners in the UK, supporting them to achieve a safe and secure lifestyle and enjoy their retirement. In 2023, Careline were delighted to win the Outstanding Customer Service Award at the industry recognised ARMA awards ceremony, underpinning the great work that our team deliver every day. We are committed to maintaining a first-class level of service at all touch points. The creation of Careline has enabled us to elevate our service and our amazing call handling team ensures that no-one is left alone in an emergency. We are looking for the very best person to join our business and be part of the next exciting chapter. If you feel you have the skills and attributes to make a difference, apply today!
Call Centre Trainer in Southampton employer: Careline Support Ltd
As a Careline Call Operator at McCarthy House in Ringwood, you'll be part of a compassionate team dedicated to making a real difference in residents' lives. Enjoy competitive pay, extensive training, and a supportive work culture that prioritises your growth and well-being, all while benefiting from a unique 4-on, 4-off shift pattern that allows for ample time off to balance your personal life. With free on-site parking and a contemporary office environment, this role offers not just a job, but a fulfilling career in a rewarding setting.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Trainer in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Careline Support Ltd. 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 Careline Support Ltd 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 in Southampton
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 Careline Support Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Careline Support Ltd 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 Careline Support Ltd!
How to prepare for a job interview at Careline Support Ltd
✨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.
