Contact Centre Trainer – Technology Enabled Care (TEC)
Role: Contact Centre Trainer – Technology Enabled Care (TEC)
Region: Rawtenstall
Working with a leading provider of community equipment services, this business delivers vital support to people across the UK, partnering with local authorities and the NHS to provide trusted, large-scale services that make a real difference in people’s lives.
With a focus on growth, quality, and innovation, the company invests heavily in its people and culture, ensuring colleagues are empowered to deliver exceptional, person-centred, technology-assisted support.
To support this, they’re looking for a Contact Centre Trainer to join their Centre of Excellence team.
The Role
As a Contact Centre Trainer, you’ll play a key role in designing, delivering, and evaluating high-quality training programmes for colleagues across Technology Enabled Care (TEC) services and other call handling operations. You’ll ensure all team members have the skills, knowledge, and confidence to provide safe, person-centred, and technology-supported care.
Your Responsibilities
* Work with the Head of SHEQ, Governance & Training, Contact Centre Operations Manager, and other senior leaders to identify training needs.
* Design and deliver induction, refresher, and ongoing training for TEC Contact Centre operators, senior operators, and team leaders.
* Develop and maintain training materials including manuals, e-learning content, knowledge bases, system-driven guidance, and simulation scenarios.
* Support colleagues in using TEC systems, devices, and software effectively.
* Monitor performance trends and training effectiveness, contributing to continuous improvement initiatives.
* Promote a positive learning culture and provide coaching and mentoring across the Contact Centre.
* Ensure all training aligns with TSA Quality Standards Framework, service policies, safeguarding, and data protection requirements.
What We’re Looking For
* Experience delivering training in a healthcare, contact centre, or service-based environment.
* Experience developing and evaluating training materials, and supporting staff in technology-enabled systems.
* Understanding of contact centre operations, performance metrics, and adult learning principles.
* Awareness of safeguarding, data protection, and confidentiality.
* Excellent verbal communication and customer service skills, empathy, and the ability to remain calm under pressure.
* IT literate and comfortable using digital devices and systems.
* Smart, professional appearance and polite manner.
* Organised, flexible, and able to manage your own workload independently.
* Full UK driving licence, 21+ years old, and safe driving record.
* Ideally holds or is working towards Level 3 Award in Education & Training (AET), First Aid, or Manual Handling training qualifications.
📩 Apply now or get in touch for a confidential conversation about how this opportunity could be your next career move.
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