Halfords Worcestershire, England, United Kingdom
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About Us
At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. We lead the market through customer-driven innovation and a distinct product range, offering services like e-bike and electric vehicle servicing, and on-demand solutions. Our goal is to foster customer loyalty by providing a unique and convenient service experience.
About The Role
We are seeking a proactive Contact Centre Training Assistant to join our Group Contact Centre team. You will be involved in onboarding and training both in-house and outsourced agents, aiming to build confident, capable teams that resolve over 90% of customer contacts on the first contact. You will collaborate with Training, Transformation, and Operations teams to support our customer service objectives.
Key Responsibilities
* Deliver engaging training sessions on onboarding, product and service knowledge, customer experience, and contact handling.
* Assist in assessing training needs and identifying skill gaps.
* Design and update training materials and documentation.
* Conduct train-the-trainer sessions for internal and external partners.
* Manage onboarding admin tasks including system access and performance tracking.
* Evaluate training effectiveness and implement improvements.
* Log training activities and outcomes for monitoring development.
Reward & Benefits
* Competitive salary, annual discretionary bonus, pension, life assurance, 25 days annual leave plus bank holidays, and enhanced family leave.
* Support for personal and professional development.
* Hybrid working model combining support centre and remote work.
* Employee discounts and wellbeing resources.
About You
* Passionate about developing others and delivering excellent customer service.
* Positive, accountable, and adaptable in delivery style.
* Strong communicator and collaborator.
* Ability to work under pressure and manage priorities.
* Proactive, motivated, and eager to improve.
* Confident presenter and tech-savvy with MS Office, Teams, SharePoint, PowerPoint.
Additional Information
We encourage all qualified candidates to apply, embracing diversity and fostering an inclusive workplace. Our hybrid working policy involves split time between our Support Centre in Redditch and remote work, depending on training needs.
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