JOIN US AS CONTACT CENTRE TRAINING LEAD FOR THE UK'S LARGEST ESCORTED COACH TOUR OPERATOR!
Leger Shearings Group is the UK's largest escorted coach tour operator, offering self-drive breaks, holidays to the UK and Europe, specialist Battlefield Tours, and educational experiences across four different brands. Our mission is to craft unforgettable experiences for our customers, building trust through our sense of community and offering a personal touch with every interaction. With a proud heritage and ambitious plans for growth, we are committed to developing our people and delivering exceptional customer experiences.
We now have a rare opportunity for an experienced learning and development professional to join our Contact Centre team as our Contact Centre Training Lead.
What will I do as a Contact Centre Training Lead?
This role is responsible for supporting the development and performance of colleagues across the Contact Centre through the delivery of high-quality training, coaching and learning interventions. A key focus of the role is helping colleagues build confidence, improve sales performance and deliver exceptional customer experiences.
This will include:
- Delivering engaging classroom-based induction and onboarding programmes for new starters.
- Delivering product, systems, process and customer service training across Contact Centre teams.
- Delivering sales training that builds colleagues' confidence in understanding customer needs, recommending the right holiday, converting enquiries into bookings and offering relevant extras such as travel insurance.
- Coaching colleagues to improve sales conversion and booking value while maintaining an excellent customer experience.
- Delivering training on recognising and supporting customers in vulnerable circumstances, ensuring colleagues respond with care and know when and how to escalate concerns.
- Delivering complaint-handling training so colleagues can investigate thoroughly, communicate clearly and resolve complaints fairly and consistently.
- Using customer feedback, complaint themes and quality monitoring findings to identify learning opportunities and improve performance.
- Providing one-to-one and group coaching to support learning transfer and development.
- Updating and improving training materials, guides and course content to meet changing business and customer needs.
- Providing managers with regular training KPI information and development insights.
- Being an ambassador for our brand and role modelling our CARE values.
What shifts will I work as a Contact Centre Training Lead?
You'll work an average of 37.5 hours a week, Monday to Friday, 9.00am to 5.00pm.
Where will I be based as a Contact Centre Training Lead?
Rotherham, South Yorkshire, postcode S60 2XR
How much will I be paid as a Contact Centre Training Lead?
£32,000 per annum.
What is in it for me as a Contact Centre Training Lead?
- Free on-site parking.
- 22 days holiday plus bank holidays, increasing after your first year.
- Additional paid leave for your birthday and Christmas Eve.
- Up to 5 days additional leave and up to £1,580 allowance towards a Leger Shearings Group holiday every year.
- Friends and family discount.
- Opportunities for professional development through a Leger Shearings Scholarship.
- A friendly and supportive working environment where learning and development is valued.
What skills and experience will the successful applicant have?
- Proven experience delivering training within a Contact Centre or similar customer-focused environment is essential.
- Experience delivering sales training, with a track record of improving sales performance.
- Excellent classroom facilitation and presentation skills.
- Strong coaching and mentoring capability.
- Understanding of how to identify and support customers in vulnerable circumstances.
- The ability to understand complex products, systems and processes and communicate them in a clear and engaging way.
- Strong IT skills, including Microsoft Office applications.
- Excellent organisational skills and the ability to manage competing priorities.
- A professional learning and development qualification (e.g. CIPD, CTP or equivalent) would be advantageous but is not essential.
Sound Like You?
We're looking for somebody with genuine passion for developing people and helping colleagues succeed. Rather than simply telling us about training you've delivered, we'd like to hear about the impact you've made. Tell us how you've improved performance, supported colleagues, delivered successful training programmes or helped teams achieve better customer and business outcomes.
Please note that we do receive a large number of applications. Due to this, it is sometimes difficult to reply to everyone. Therefore, if you haven't heard from us within 7 days, please assume that your application was unsuccessful on this occasion. No recruitment agencies please.
Contact Centre Training Lead in Rotherham employer: Leger Shearings Group
At 8Leger Shearings Group, we pride ourselves on being an exceptional employer, offering a competitive salary and a generous holiday allowance that increases with your tenure. Our vibrant work culture encourages team bonding through regular social events, while our commitment to employee growth is evident in the opportunities for professional development and additional leave options. Join us in a role that not only supports our ambitious growth plans but also allows you to enjoy unique benefits like free travel insurance and discounts for friends and family.
