Our OEM Client based in Whitley, Coventry, is searching for Training, Learning & Development Specialist to join their team, Inside IR35. This is a contract position until 1st September 2026.
Umbrella Pay Rate: £27.03 per hour.
We are looking for a passionate and proactive Training, Learning & Development Specialist to join our Customer Relationship Centre Team. This role is key to empowering our Frontline Staff and Team Leaders with the skills, knowledge, and confidence they need to deliver exceptional customer experiences.
You will design and deliver engaging training programmes, support continuous learning, work closely with our Cultural Development Lead and help embed a culture of development across the service centre. Your work will directly contribute to improved performance, customer satisfaction, and team morale.
Key Responsibilities:
Design, develop, and deliver training programmes for frontline agents and Team Leaders, both in-person and virtually.
Conduct training needs analysis to identify skill gaps and learning opportunities.
Create learning materials, guides, and e-learning content tailored to customer service operations.
Facilitate onboarding programmes for new hires, ensuring a smooth transition into the business.
Support leadership development through coaching, workshops, and targeted learning interventions.
Monitor training effectiveness and gather feedback to continuously improve learning experiences.
Collaborate with Operational Leaders to align training with business goals and customer expectations.
Champion a culture of continuous learning and professional growth.
Help develop a yearly core skills programme for all levels in the CRC.
Skills & Experience Required:
Proven experience in training, learning & development, ideally within a customer service or contact centre environment.
Strong facilitation and presentation skills with the ability to engage diverse audiences.
Experience designing and delivering training content across multiple formats (classroom, virtual, e-learning).
Excellent communication and interpersonal skills.
Ability to assess training impact and adapt programmes based on feedback and performance data.
Strong organisational and time management skills; self-motivated and proactive.
Preferred Qualifications:
Certification in Training, Coaching, or Instructional Design (e.g., CIPD, Train the Trainer).
Experience with Learning Management Systems (LMS) and Digital Learning Tools.
Familiarity with customer experience principles and service excellence frameworks