Call Centre Operational Trainer

Job title:

Call Centre Operational Trainer

Company

Job description

Operating as part of the Customer Service Centre (CSC) Operations team in Blackburn, the purpose of the role is to provide support to the CSC, identifying training needs, delivering training, and supporting the CSC management team in delivering improvements. As the CSC is impacted by many changes across the business and due to the fast-paced level of change this is an integral role to ensure change is embedded with the agents.You will be responsible for understanding the training needs of the CSC and planning, building, and executing delivery of training both virtual and face to face. Alongside this you will identify tools to support staff in embedding their learnings. This will be evidenced through KPI achievements, quality results and customer satisfaction.As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.Job title: Call Centre Operational TrainerJob Description:What you’ll be doing:Build an overarching understanding of the PCSE services and processesWork closely with key stakeholders and project teams to build effective training programmes, evidencing the effectiveness of these solutionsAny other duties which may reasonably be regarded as within the nature of the duties and responsibilities / grade of the post as definedIdentify tools and processes to support the learner’s retention of knowledge following training deliveryDeliver high quality training to new and existing staff membersReview and update existing training material, working closely with stakeholders and learners to identify continuous improve for the CSC learning solutionsWork with the planning team to ensure training delivery is managed in line with SLA and business requirementsWork closely with the SME and operations manager to support delivery of improvementsProvide briefings on key changes and ensure agents understand the key information requiredContinually look for opportunities to improve through training deliveryBe a change champion, providing a positive influence to ensure change initiatives are supported and embedded into the operationAdhere to and promote Capita values, leading by exampleWhat we’re looking for:Previous experience delivering training within a call centre environment / good CSC knowledge and experiencePrevious experience in building digital learning modules desirableExperience in identifying training requirements, design and delivery, embedding knowledge and evaluation of learning solutions.High standards, attention to detail and a desire to make a differenceStrong organisation, communication and interpersonal skillsExcellent verbal and written skills with the ability to communicate with staff at all levelsA self-starter, working with minimal supervision, trusted and comfortable taking on responsibilitiesAble to work to tight deadlinesPositive approach to change and ability to promote new ideas/innovationTime-management skillsFlexibility and ability to deliver in demanding and changing circumstancesProblem solving with a good degree of analytical ability, to identify additional training opportunities to aid service improvementsAbility to work within a high-pressured environment whilst remaining focused on the objectivesSelf-driven, highly motivated, demonstrates initiative and is proactive in their approach to the businessLeads by example and demonstrate adaptabilityAbout PCSE:At Primary Care Support England (PCSE), a part of Capita PLC, we are committed to providing services that underpin the NHS to deliver high quality primary care services for patients and providers.We deliver key administrative support for GP’s, dentists, pharmacists, and opticians. Our aim is to create better customer outcomes and excel in the standard of service we deliver.What’s in it for you?23 days’ holiday (rising to 27) with the opportunity to buy extra leaveThe opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice[a discretionary annual bonus / car allowance or company car]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 moreVoluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technologyAccess 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 platformYou’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.Equal OpportunitiesAt 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: Blackburn, United KingdomTime Type: Full timeContract Type: Permanent

Expected salary

Location

Blackburn, Lancashire

Job date

Tue, 28 Jan 2025 23:36:29 GMT

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