At a Glance
- Tasks: Design and deliver engaging training programmes for new and existing colleagues.
- Company: Join the UK's number one vet care provider, dedicated to healthier animals and happier owners.
- Benefits: Enjoy a competitive salary, healthcare cash plan, and discounts on pet care.
- Other info: Collaborative culture with clear career pathways and ongoing learning opportunities.
- Why this job: Make a real impact by developing others and enhancing customer service excellence.
- Qualifications: Experience in training or coaching within a contact centre or customer service environment.
The predicted salary is between 27900 - 34100 £ per year.
Trainer - Contact Centre Hub (CCH)
Shape the Learning Experience. Develop People. Drive Excellence.
About us
At inspiring vet care, our people are at the heart of everything we do.
As the UK’s number one vet care provider, we're trusted with the care of over 2 million animals, delivering our purpose of healthier animals and happier owners.
As part of Central Functions, you will be part of the teams that support and enable our network of over 2,500 practices across 20 countries, driving operational excellence, innovation and strategic impact across the business.
Whether your expertise is in Finance, HR, Technology, Marketing, Data, Legal, Operations or another specialist area, your work will help support colleagues and practices to deliver outstanding care to animals and their owners.
About the Team
We're looking for an enthusiastic and engaging CCH Trainer to join our Contact Centre team.
This is an exciting opportunity for someone passionate about developing people, sharing knowledge, and helping colleagues reach their full potential.
As our Trainer, you'll design, develop, and deliver impactful training programmes that support both new and existing colleagues.
From onboarding new starters and supporting Gradbay cohorts to coaching experienced team members, you'll play a key role in building capability, confidence, and performance across the team.
You'll be a confident communicator with experience in training, coaching, or mentoring within a contact centre or customer service environment.
- How You’ll Make a Difference
- Designing and delivering engaging training programmes for new starters and Gradbay cohorts.
- Facilitating virtual, and on-the-job learning sessions.
- Supporting onboarding journeys and ensuring colleagues are fully prepared for live environments.
- Identifying skills gaps and delivering targeted coaching and development.
- Working closely with Team Leaders and Shift Supervisors to support ongoing learning needs.
- Maintaining and improving training materials to reflect operational updates and best practice.
- Assessing trainee performance through observations, competency checks, and feedback.
- Providing regular updates and recommendations to leaders on training outcomes.
- Supporting the introduction of new systems, processes, and services through effective training delivery.
- Promoting excellent customer service, call handling, and clinical support standards.
- Building strong relationships across the Contact Centre and wider business.
Skills & Knowledge
- Experience delivering engaging training or coaching programmes.
- Strong presentation and facilitation skills.
- The ability to adapt learning approaches for different audiences and learning styles.
- Excellent organisational and planning skills.
- Experience providing constructive feedback and improving performance.
- Strong stakeholder management and relationship-building skills.
- Confidence using Microsoft Office and learning new systems.
- A proactive approach to problem-solving and continuous improvement.
You Might Be a Great Fit If...
You are a capable and collaborative professional who brings
- Passion and enthusiasm helping others learn and succeed.
- Positive, energetic, and engaging.
- A collaborative team player.
- Professional, approachable, and supportive.
- Adaptable and comfortable working in a fast-paced environment.
- Committed to delivering exceptional customer experiences and continuously improving how we work.
- How We’ll Support You
At inspiring vet care, we’re committed to supporting your development and wellbeing. When you join us, you’ll benefit from:
- A role with meaningful impact supporting thousands of colleagues and practices
- Clear career pathways with progression opportunities across the wider inspiring vet care Group
- Ongoing learning and development supported by experienced colleagues and specialist teams
- Access to internal networks, development programmes and professional growth opportunities
- A collaborative, values-led culture focused on care, innovation and continuous improvement
What We Offer Our Team
This is an exciting opportunity to shape the learning culture of a growing, customer-focused operation.
You'll have the chance to make a real impact by developing colleagues, improving performance, and supporting service excellence across the Contact Centre.
- Healthcare Cash Plan
- Cycle to Work scheme
- Green Cars salary sacrifice scheme
- Voluntary benefits: choose from a range of benefits to suit you
- Discounted staff pet care
- Access to discounts and cashback with hundreds of participating retailers
We’re committed to supporting our people through career development opportunities, wellbeing initiatives and access to world-class learning resources.
Whether you’re just starting out or looking to take the next step in your career, inspiring vet care offers the support, opportunity and community to help you grow.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information.
These tools assist our recruitment team but do not replace human judgment.
Final hiring decisions are ultimately made by humans.
If you would like more information about how your data is processed, please contact us.
Trainer - Contact Centre in Dunfermline employer: Ivc
IVC Evidensia is an exceptional employer that prioritises the well-being and professional growth of its employees, offering a supportive work culture that values diversity and inclusion. With a commitment to work-life balance, generous annual leave, and unique benefits like a dog-friendly office and discounted pet care, employees can thrive in a fulfilling environment while making a meaningful impact on animal welfare across Europe and North America.
StudySmarter Expert Advice🤫
We think this is how you could land Trainer - Contact Centre in Dunfermline
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ivc. 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 Ivc 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 Trainer - Contact Centre in Dunfermline
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 Ivc:Your cover letter is your chance to shine! Tell us why you want to work at Ivc 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 Ivc!
How to prepare for a job interview at Ivc
✨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.
