Job Advert
About Everflow
Everflow is a multi-utility retail company forming part of the Everflow Group. We are the fastest growing water retail company in the UK, with a focus on SME businesses. Working within a diverse, fast paced team you will be responsible for outbound calling to generate leads across our multiple utility offering.
Purpose of the Role
The Operational Trainer is responsible for designing, creating, and delivering engaging training solutions that equip call centre agents with the skills, knowledge, and behaviours needed to succeed. This includes developing new training content, delivering onboarding, refresher, and upskilling sessions, and supporting business change through high-quality learning materials.
Key Responsibilities
* Deliver induction training for new starters and refresher training for existing staff.
* Create and maintain engaging training content, including slide decks, workbooks, process guides, e-learning, and video tutorials.
* Collaborate with stakeholders to identify training needs and produce tailored learning solutions.
* Keep training materials up to date in line with system, product, or process changes.
* Support change management projects by developing learning content and delivering rollout sessions.
* Support wider Talent and Organisational Development initiatives such as leadership development, high potential programmes and career progression pathways.
* Use a mix of training styles (classroom, digital, on the job and coaching) to support different learner needs.
* Evaluate training effectiveness through feedback, assessments, and performance data.
* Keep managers updated on learner progress and contribute to performance discussions where appropriate.
* Provide coaching and ongoing development support to colleagues.
* Maintain accurate training and content records.
* Support operational recruitment as needed
Skills, Experience, and Qualifications
Essential:
* Experience in a call centre environment (ideally customer service or training role).
* A creative approach to making learning engaging and impactful.
* Strong facilitation and presentation skills.
* Proven ability to create engaging and accessible training content for different audiences.
* Excellent written and verbal communication skills.
* Ability to adapt training styles and materials to different learning preferences.
* Strong organisational and time management skills, with the ability to manage multiple training projects.
Desirable:
* Experience in the utilities industry
Working Arrangements
* Able to work on site during training delivery, ensuring full presence for inductions and classroom sessions.
* Flexibility to adopt a hybrid working pattern when not delivering, with time split between the office floor (to stay connected with operational areas) and remote work for content design, updates and planning.
* Willingness to adjust working patterns in line with business needs, training schedules and operational needs.