Call Centre Trainer
Chester
£34,000-£38,000 +bonus
This is an exceptional opportunity for a Call Centre Trainer to join this global company within their prestigious, modern Chester office.
Reporting into the Customer Service Director, the Call Centre Trainer will be responsible for designing, delivering, and maintaining training programs across customer service, support and operational teams within a call centre environment. This role leads the experience for new starters through a structured onboarding academy and ensures all training and work instructions are accurate, current, and aligned with operational requirements.
Driven by the passion to improve their customers’ experiences, the company continues to grow as a market leader in their industry. With a commitment to an increased presence in the market, they are accelerating their business transformation in order to reach more people, more effectively.
The successful Call Centre Trainer will receive benefits including an annual bonus; 26 days’ holidays plus Bank Holidays; life assurance; contributory pension scheme; buy/sell holiday scheme; free onsite parking.
Key Responsibilities:-
* Deliver end-to-end training for new starters across customer service, technical support, and operations
* Design, build, and manage a structured onboarding academy that supports consistent knowledge transfer and performance readiness
* Develop and maintain training materials, including presentations, system guides, process flows, and assessments
* Train employees on customer service standards, technical troubleshooting, systems, tools, and operational processes
* Create, review, and maintain clear, detailed work instructions and process documentation for all supported functions
* Partner with operations, technical teams, quality and leadership to identify training needs and support process changes
* Ensure training content reflects current systems, products, policies, and compliance requirements
* Deliver refresher training, upskilling sessions, and change-based training as processes or systems evolve
* Evaluate training effectiveness through feedback, quality results, and operational performance metrics
* Maintain accurate records of training completion, materials, and documentation version control
Essential Skills and Experience:-
* Proven experience of designing, delivering, and maintaining training in a call centre environment
* Strong background in customer service and technical support operations
* Experience training new starters and supporting operational onboarding programs
* Working knowledge of call centre systems, CRM platforms, ticketing systems and support tools
* Excellent communication, facilitation, and stakeholder engagement skills
* Ability to translate technical and operational processes into clear, easy-to-follow work instructions
* Strong organisational skills and attention to detail
* Highly organised and process-driven
* Adaptable and comfortable working in a fast-paced operational environment
* Collaborative, approachable and confident working with cross-functional teams
KEYWORDS: trainer, L&D, learning, call centre, customer service, CRM
Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.
We are an equal opportunities agency and welcome applicants from all backgrounds.
We are acting on behalf of the client as an Employment Agency in relation to this vacancy