At a Glance
- Tasks: Deliver coaching programmes and improve customer service skills in a dynamic call centre environment.
- Company: Join a diverse and inclusive financial services company focused on developing talent.
- Benefits: Competitive daily rate, supportive culture, and opportunities for professional growth.
- Other info: Embrace a collaborative environment with a commitment to equality and respect.
- Why this job: Make a real impact by enhancing customer interactions and team performance.
- Qualifications: Experience in training within a contact centre and strong coaching skills required.
The predicted salary is between 35000 - 45000 £ per year.
Location: Peterborough or Basingstoke - Full time onsite
Duration: 6 month initial contract
Rate: £350-£450 per day (inside IR35/via umbrella)
We are seeking an experienced Call Centre Trainer to support the development of customer service teams within a regulated financial services environment. You will work closely with Team Managers and Customer Service Representatives to improve customer conversations, coaching capability, quality performance and customer outcomes.
Key Responsibilities
- Deliver structured coaching programmes across operational teams.
- Conduct call observations, quality reviews and side by side coaching sessions.
- Improve call control, objection handling and customer engagement skills.
- Support Team Managers to strengthen coaching capability and team performance.
- Use quality and performance data to identify trends and drive targeted development plans.
- Promote customer focused behaviours, regulatory compliance and positive outcomes for vulnerable customers.
About You
- Experience training/coaching within a contact centre environment.
- Excellent coaching, communication and stakeholder management skills.
- Proven track record improving quality, customer outcomes and colleague performance.
- Desirable Life and Pensions or broader financial services experience.
- Coaching qualification.
- Experience coaching Team Managers and operational leaders.
- Knowledge of Consumer Duty and vulnerable customer requirements.
This is an excellent opportunity for a coaching professional who is passionate about developing people, improving performance and delivering great customer outcomes. If this is of interest, please apply online with an updated CV attached.
Reasonable Adjustments: Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients. If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.
Call Centre Trainer employer: Sanderson Recruitment
Join a forward-thinking organisation that values diversity and inclusion, offering a dynamic work culture where your expertise in tax can truly shine. As the Head of Tax, you will not only lead a talented team but also play a pivotal role in shaping the tax strategy across North West Europe, with ample opportunities for professional growth and development. Enjoy a collaborative environment that prioritises employee well-being and fosters meaningful contributions to the business's long-term success.
