About Us
Calex specialise in the design, development, and delivery of innovative learning programmes, predominantly within the automotive retail industry, including management, technical, aftersales and apprentice training. More recently we have begun working with forward‑thinking companies within the logistics, food & beverage, and pensions sectors to enhance their training proposition via the implementation of Virtual Learning Environments, Live Broadcasting and Social Learning Platforms.
Our Corporate Vision is to ‘Deliver inspirational, technology rich, fully integrated and personalised learning programmes that deliver beyond expectation’ and we work in close partnership with our clients to identify and implement innovative and effective learning solutions.
To learn more about Calex, please visit our website at www.calexuk.com.
We are currently seeking to recruit a Contact Centre Training Specialist to join the Stellantis Customer Relationship Centre (CRC) team.
The Contact Centre Training Specialist will be responsible for the design, delivery, and continuous improvement of training programmes for customer service advisors within the CRC. This role is key to ensuring all team members are equipped with the knowledge, skills, and behaviours required to deliver a high‑quality, compliant, and customer‑focused service.
The successful candidate will play a vital role in onboarding new starters, upskilling existing employees, and embedding best practices across the contact centre. They will work closely with operational leaders to identify training needs, address performance gaps, and support overall service excellence.
This is a data‑driven role, requiring the ability to evaluate training effectiveness, analyse performance metrics, and adapt learning solutions to improve both individual and team performance.
Key Responsibilities
Training Design & Delivery
* Design and deliver engaging training programmes for new starters and existing CRC team members.
* Facilitate onboarding programmes to ensure a smooth and effective induction experience.
* Deliver training across multiple formats including classroom, virtual, and on‑the‑job coaching.
* Ensure all training content is accurate, up‑to‑date, and aligned with client and business requirements.
Coaching & Development
* Provide ongoing coaching and support to customer service advisors to enhance performance.
* Work closely with Team Leaders to identify development needs and performance gaps.
* Deliver refresher training and targeted interventions to improve service quality and compliance.
* Support the development of soft skills including communication, empathy, and problem‑solving.
Operational Excellence
* Ensure training aligns with contact centre processes, policies, and regulatory requirements.
* Develop and maintain standard operating procedures (SOPs) and training documentation.
* Support quality assurance initiatives by reinforcing best practice in customer interactions.
* Promote a culture of continuous improvement and customer‑centricity.
Performance & Evaluation
* Monitor and evaluate the effectiveness of training through KPIs such as quality scores, customer satisfaction (CSAT), and advisor performance metrics.
* Analyse data to identify trends and recommend improvements to training programmes.
* Gather and act on feedback from learners and stakeholders to enhance training delivery.
* Prepare reports on training outcomes and present insights to management.
Stakeholder Collaboration
* Collaborate with CRC leadership, quality teams, and other departments to ensure alignment.
* Act as a key point of contact for training‑related queries within the CRC team.
* Support wider business initiatives and projects related to learning and development.
About You
* Proven experience (min. 2‑3 years) in a contact centre training, coaching, or learning & development role. (Essential)
* Experience working within a customer service or contact centre environment. (Essential)
* Strong understanding of contact centre operations, customer service standards, and best practices. (Essential)
* Experience designing and delivering training programmes across different learning formats. (Essential)
* Strong coaching and mentoring skills with the ability to develop others. (Essential)
* Experience using performance data and metrics to inform training decisions. (Essential)
* Experience in the automotive retail sector or working with OEMs. (Desirable)
* Knowledge of CRM systems and contact centre technologies. (Desirable)
* Relevant learning & development qualifications (e.g., CIPD, training certifications). (Desirable)
* Excellent communication and presentation skills.
* Empathetic and supportive, with the ability to connect with learners at all levels.
* Highly organised with strong attention to detail.
* Adaptable and flexible in a fast‑paced environment.
* Strong problem‑solving skills with a proactive approach.
* Resilient, with the ability to manage multiple priorities effectively.
* Analytical mindset with a focus on continuous improvement.
Our Calex Core Values
* Caring & Supportive
* Open & Honest
* Welcoming & Inclusive
* Collaborative & Inspiring
* Enjoyable & Rewarding
* Flexible & Adaptable
* Accountable & Reliable
* Healthy & Sustainable
Salary & Benefits
£30‑35,000 dependent on experience. 25 days annual leave, Calex Employee Benefits Packages (including private GP and healthcare services, high‑street discounts, discounted gym memberships and on‑demand 24‑hour wellbeing service (counselling and advice), life assurance, pension, optional private healthcare cover).
Contract
Permanent / Full Time
Working Hours
Monday to Friday / 40 hours per week
Place of Work
Stellantis, Pinley House, 2 Sunbeam Way, Coventry CV3 1ND. There may be an occasional requirement to work from other locations across the UK, including at shows, dealerships, and other Stellantis and Calex facilities.
Pre‑employment Checks
Calex will undertake the relevant/standard employment checks with any successful candidate. This includes contacting all nominated referees, as well as checking candidate ID, driving licence (if appropriate) and right to work in the UK. Some roles may also be subject to further pre‑employment checks (confirmation will be provided through the recruitment process). The nature of this role may necessitate that we undertake a DBS check.
Employment
The successful candidate will be employed by Calex UK (www.calexuk.com).
Visa Sponsorship
Although Calex UK is on the register of Worker and Temporary Worker licensed sponsors, there is not an opportunity of sponsorship for this specific role.
#J-18808-Ljbffr