We are seeking a dynamic and experienced Service Centre - Trainer to design, deliver and support training for colleagues across our Service Centre function. The Trainer will play a key role in ensuring that all new and existing team members are equipped with the knowledge, skills, and confidence required to deliver outstanding customer experiences.
The role covers the end-to-end colleague learning journey - from induction to development - and will also support the rollout of new initiatives and systems. A critical aspect of this role is to create and maintain a Route to Competency framework to ensure consistent onboarding and upskilling of colleagues.
This role is primarily office-based, with the option to work from home up to two days per week following successful completion of the probationary period.
The Role
Design and Deliver Training for Service Centre colleagues across various formats (classroom, virtual, one-to-one, eLearning). Subject matters include:
1. Induction (for both permanent and temporary colleagues)
2. Service Centre Culture and Housekeeping
3. Telephony Skills
4. Customer Service Excellence and Rapport Building
5. Member Experience best practices
6. How to identify and support Vulnerable Customers
7. Fraud Awareness
8. Complaints Handling and Escalation Process
9. Respect at Work and professional conduct
Systems Training:
10. Service Centre platforms and tools
11. Web Chat, Hub, Web Navigation and benefits of self-service
12. Bereavement Support
Step-Up Courses aligned to Service Centre development plans
13. Develop and maintain a clear Route to Competency training plan for all new starters, targeting full helpline readiness within 8–12 weeks, with support from Team Leaders
14. Coordinate refresher sessions (. annual condensed modules) for key service areas including customer service, compliance, and systems.
In addition, you will:
15. Support the rollout of new initiatives, service changes, or system upgrades with tailored training interventions.
16. Monitor training effectiveness and adapt materials and delivery as needed.
17. Maintain accurate training records and report on colleague progress and competency milestones.
18. Liaise closely with Team Managers and QA functions to identify training needs and performance gaps.
19. Collaborate with the wider Learning & Development team to ensure training is aligned with organisational standards and best practices.
20. Provide coaching and side-by-side support to colleagues as required.
21. Support Service Centre reporting and data analytics.