Induction and Onboarding Trainer
We are looking for a motivated Induction and Onboarding Trainer to be based in our vibrant Contact Centre in Dunstable, reporting into our Induction Training Manager.
You will be key in shaping the success of our new starters in our Contact Centre, known locally as GEM. GEM stands for G enerating E xtra M arket appraisals. We are a centralised sales centre with market leading technology where we provide support for our 1200+ offices that are based all over England, Scotland and Wales. Our main focus at GEM is to provide exceptional customer service whilst booking a high volume of valuations and mortgage appointments for our branches.
This role ensures new employees gain the knowledge, confidence, and skills needed to thrive. You will deliver training focussing on estate agency fundamentals, the customer journey, and service excellence to ensure new employees meet the needs of both customers and branches effectively.
Key Responsibilities:
* Deliver engaging induction training through a structured two-week programme covering:
o
+ Estate agency knowledge and the property market.
+ Customer needs, mortgages, and the moving process.
+ Telephone communication and service excellence.
+ Branch account management and relationship building.
* Provide six-month onboarding support, including:
o
+ Monthly performance reviews and tailored feedback.
+ Side-by-side live coaching to reinforce best practices.
+ Call listening, analysis, and improvement sessions.
* Develop and deliver training using GEM’s learning materials, ensuring consistent, high-quality standards.
* Coach and mentor employees, sharing best practices and supporting continuous performance improvement.
* Maintain accurate training records to track progress, highlight achievements, and identify development needs.
* Collaborate with leaders and managers to ensure training aligns with business goals and evolving customer service standards.
Key Skills & Experience:
* Excellent communication and interpersonal skills, with the ability to inspire and motivate.
* A coaching ability with experience providing constructive feedback and career support.
* Highly organised, detail-oriented, and confident in measuring training effectiveness.
* Adaptable, proactive, and committed to continuous learning and professional development.
* Previous training experience is not essential – we welcome applications from those with a background in property, contact centres, or similar customer-focused roles.
Why Join Us?
If you’re passionate about coaching, customer experience, and estate agency, this is a fantastic opportunity to directly influence employee growth, improve retention, and elevate the service GEM provides to customers and branches.