SF Recruitment have partnered with an established client of ours in Redditch, who are looking to bring in a Customer Service Trainer on a contract basis for 3 months (possibly longer). This role is perfect for a Customer Service/Contact Centre Manager who can come in and pass on their knowledge and expertise onto a developing team. Salary: up to £60k FTE Working pattern: full time site based. Contract could be extended from 3 months Responsibilities will include: - Coach, mentor and develop customer service team to consistently deliver high-quality, compliant customer experiences. - Identify areas for improvement and deliver targeted training to address knowledge, process and behavioural gaps. - Lead by example in handling complex calls, particularly those involving vulnerable customers, demonstrating empathy, patience and diligence. - Train the team on accurately recording customer interactions while ensuring full compliance with GDPR requirements. - Deliver one-to-one coaching, group workshops and real-time feedback to drive immediate performance improvements. - Build the coaching capability of team managers to ensure continuous improvement beyond the FTC term. - Monitor and report on progress using performance metrics, quality scores and customer feedback. - Champion a positive and supportive team culture, encouraging professionalism and customer-first thinking. Skills and Experience - Proven experienc...