12 months fixed term contract
On-site Lindrick Way, United Kingdom
Reporting into the Customer Service Excellence Manager
Overview
The L&D Consultant will be responsible for creating and delivering a programme of soft skills and systems training to the Telesales teams. This includes supporting induction, in‑role development, coaching, and maintaining quality standards. The role will be based in Lindrick Way with occasional travel required to other Biffa sites.
Core Responsibilities
- Design and deliver induction programmes for new starters, ensuring they gain the knowledge, skills, systems understanding, and behaviours required for success
- Work with senior and departmental managers to ensure any training gaps are identified and then provide appropriate training interventions, coaching and support
- Provide operational live coaching to drive performance and support managers to create tailored development and performance plans
- Responsible for developing and maintaining content for training courses and associated documents, including the knowledge hub
- Deliver training on new processes, products, systems, regulatory requirements, and business changes, ensuring colleagues are prepared and compliant
- Receive feedback from stakeholders to identify ways of constantly improving the training materials. Promote a culture of continuous improvement, learning, and accountability
- Support with adoption and maintenance of quality framework and feedback
- Act as a subject matter expert for sales, keeping up to date and fluent in existing and upcoming sales methodologies
Essential Requirements
- Proven experience and knowledge of Telesales
- Experience of training and/or development of others
- Confident with all Microsoft applications including Powerpoint and Excel
- Competent using technology and embraces systems and processes
- Exceptional communication and stakeholder management skills
- Driven and motivated to continually improve service delivery
- Engaging and high energy with the ability to build rapport at all levels
Diversity & Inclusion
Being inclusive is core to our culture at Biffa; we believe different ideas, perspectives and backgrounds are key to developing a creative and effective working environment that represents our communities and generates the best outcomes for colleagues, customers and stakeholders, which is why you'll find us championing diversity, equity and inclusion at every turn.
