At a Glance
- Tasks: Design and deliver engaging training programmes for contact centre staff.
- Company: Join Red Recruitment, a leader in customer service training.
- Benefits: Competitive salary of £45,000, full-time hours, and career development opportunities.
- Other info: Dynamic role with travel opportunities across UK contact centres.
- Why this job: Shape the future of customer service while developing your leadership skills.
- Qualifications: Experience in contact centre training and strong coaching abilities required.
The predicted salary is between 45000 - 45000 £ per year.
Are you an experienced contact centre training professional who enjoys designing engaging learning programmes, developing people and supporting wider business strategy? Red Recruitment is recruiting a Contact Centre Training Manager to join a contact centre handling complex and emotive telephone enquiries. This is a key leadership role responsible for shaping the training strategy, managing two trainers and ensuring new and existing colleagues have the knowledge, skills and confidence to deliver an excellent customer experience.
The ideal candidate will have significant contact centre training experience and enjoy combining strategic thinking with hands-on training design and delivery. If you feel you are suitable for this role but the salary doesn't quite match, please do get in touch.
Package for a Contact Centre Training Manager:
- Salary: Circa £45,000 per annum
- Hours: Full-time
- Contract Type: Permanent
- Location: Central Bristol, with some travel to other UK contact centres
Key Responsibilities of a Contact Centre Training Manager:
- Developing and delivering the contact centre's training and learning strategy
- Leading, supporting and developing a team of two trainers
- Designing and delivering training programmes for new contact centre employees joining in monthly cohorts
- Ensuring training equips employees to manage complex and emotive customer conversations confidently and sensitively
- Creating ongoing upskilling, personal development and refresher training opportunities for existing employees
- Evaluating training effectiveness and using feedback and performance data to improve learning programmes
- Working closely with the Contact Centre Manager, Workforce Planning Manager and Customer Experience Manager to align training with operational requirements
- Supporting wider business strategy through effective learning and development initiatives
- Identifying skills gaps and developing targeted training solutions to meet evolving business needs
- Maintaining consistent training standards across UK contact centre locations
Key Skills and Experiences of a Contact Centre Training Manager:
- Previous experience designing and delivering training within a contact centre environment is essential
- Experience leading, coaching or developing other trainers
- Strong knowledge of contact centre operations, customer experience and employee development
- Confidence delivering training for new starters as well as established teams
- Experience creating training strategies and translating business requirements into effective learning programmes
- An engaging and adaptable delivery style, with the ability to make complex subjects accessible
- Excellent communication, coaching and stakeholder management skills
- Ability to work collaboratively with operational leaders and wider business functions
- Comfortable balancing strategic responsibilities with hands-on training delivery
- Willingness to travel occasionally to other UK contact centres
If you have significant contact centre training experience and are passionate about developing people, improving performance and supporting business strategy, please apply now!
Contact Centre Training Manager in Bristol employer: Red Recruitment
Join a dynamic team at a leading telecommunications provider in Solihull, where your role as an Executive Resolutions Specialist will not only allow you to take ownership of customer complaints but also contribute to a culture of exceptional service and continuous improvement. With a competitive salary, generous holiday allowance, and comprehensive benefits including private medical insurance and ongoing training opportunities, this company prioritises employee well-being and professional growth, making it an excellent employer for those seeking meaningful and rewarding work.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Training Manager in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Red Recruitment. 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 Red Recruitment 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 Contact Centre Training Manager in Bristol
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 Red Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Red Recruitment 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 Red Recruitment!
How to prepare for a job interview at Red Recruitment
✨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.
