呼叫中心培训师
Call Centre Trainer
帮助塑造带来改变的服务背后的培训
我们正在寻找有经验且善于沟通的呼叫中心培训师，加入Capita，支持英国各地关键的公共服务的交付。
这是一个发挥关键作用的激动人心的机会，包括启动新服务、入职同事以及打造高绩效的客户服务团队。你将支持各种计划的大规模培训，帮助同事获得他们需要的技能、信心和知识，以提供卓越的客户体验。
在快节奏的环境中工作，你将为新员工提供培训，支持跨技能培训，并提供复习学习，确保团队保持合规、有能力并以客户为中心。
职位名称：呼叫中心培训师
职位描述：
你将负责的工作
- 为客服团队提供引人入胜的虚拟和课堂培训。
- 组织新员工入职、跨技能培训和复习培训。
- 进行角色扮演、评估和知识测试，以支持学员认证。
- 支持同事通过嵌入式和快速胜任活动。
- 与运营和质量团队紧密合作，识别培训需求并提供针对性干预措施。
- 确保培训内容与当前流程、合规要求和客户服务标准保持一致。
- 维护准确的培训记录和评估文档。
- 支持多个服务线的大规模招聘和部署活动。
我们寻找的人选
必要条件
- 在客服中心、客户服务、BPO或运营环境中有过培训交付经验。
- 强大的引导和演示能力。
- 有入职和培养一线客服同事的经验。
- 能够通过辅导、观察、角色扮演和实践练习评估能力。
- 优秀的沟通能力和利益相关者互动能力。
- 理解质量标准、客户成果和合规要求。
- 能在快节奏和不断变化的环境中茁壮成长。
加分项
- 在公共部门、受监管或面向公民的服务领域有经验。
- 有针对弱势客户、投诉处理或敏感服务环境的培训经验。
- 培训或辅导资格。
- 使用学习管理系统（LMS）或数字学习平台的经验。
- 对快速胜任或认证框架的了解。
关于Capita
Capita是一家外包公司，帮助公共和私营部门的客户管理复杂的业务。
查看英文原文
Help shape the training behind services that make a difference
We're looking for experienced and engaging Call Centre Trainers to join Capita and support the delivery of critical public sector services across the UK.
This is an exciting opportunity to play a key role in mobilising new services, onboarding colleagues, and developing high-performing customer service teams. You'll support large-scale training delivery across a range of programmes, helping colleagues gain the skills, confidence and knowledge they need to deliver exceptional customer experiences.
Working within a fast-paced environment, you'll deliver training to new starters, support cross-skilling initiatives, and provide refresher learning to ensure teams remain compliant, capable and customer-focused.Job title:
Call Centre TrainerJob Description:
Whatyou'llbedoing
- Deliverengagingvirtualandclassroom-basedtrainingtocustomerserviceteams.
- Facilitatenewstarterinductions,cross-skillingprogrammesandrefreshertraining.
- Conductroleplays,assessmentsandknowledgecheckstosupportlearneraccreditation.
- Supportcolleaguesthroughnestingandspeed-to-competencyactivities.
- WorkcloselywithOperationsandQualityteamstoidentifytrainingneedsanddelivertargetedinterventions.
- Ensuretrainingcontentremainsalignedwithcurrentprocesses,compliancerequirementsandcustomerservicestandards.
- Maintainaccuratetrainingrecordsandassessmentdocumentation.
- Supportlarge-scalerecruitmentandmobilisationactivityacrossmultipleservicelines.
Whatwe'relookingfor
Essential
- Previoustrainingdeliveryexperiencewithinacontactcentre,customerservice,BPOoroperationalenvironment.
- Strongfacilitationandpresentationskills.
- Experienceonboardinganddevelopingfrontlinecustomerservicecolleagues.
- Abilitytoassesscompetencethroughcoaching,observations,roleplaysandpracticalexercises.
- Excellentcommunicationandstakeholderengagementskills.
- Understandingofqualitystandards,customeroutcomesandcompliancerequirements.
- Abilitytothriveinafast-pacedandevolvingenvironment.
Desirable
- Experiencewithinpublicsector,regulatedorcitizen-facingservices.
- Experiencedeliveringtrainingrelatingtovulnerablecustomers,complaintshandlingorsensitiveserviceenvironments.
- Trainingorcoachingqualifications.
- ExperienceusingLearningManagementSystems(LMS)ordigitallearningplatforms.
- Knowledgeofspeed-to-competencyoraccreditationframeworks.
About Capita
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.
A publicly listed business with adjusted revenue of £2.6bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders
What’s in it for you?
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
- You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.
What we hope you’ll do next:
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
[add information regarding assessment process, closing date, start date, contact email if applicable]
Equal Opportunities
At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team -
Location:
Home-Based - GBR,
United KingdomTime Type:
Full timeContract Type:
PermanentOriginally posted on Himalayas