Full Time
Hybrid - depending on business needs.
To start ASAP.

We're looking for an enthusiastic and engaging Contact Centre Trainer who's passionate about helping people grow and creating memorable customer experiences.
 
In this role, you'll design and deliver inspiring training programs that empower contact centre team (both onshore and offshore) to deliver the kind of service customers love. From onboarding new starters to upskilling experienced team members, you'll play a key part in making sure every interaction reflects the brand values.
 
Key Responsibilities:
 
Designing & Delivering Training - Create and deliver fun, interactive sessions on product knowledge, systems, and soft skills; Make learning engaging — whether it's in-person or online; Tailor your training to meet the needs of different teams and cultures; Run refresher and upskilling sessions that keep our people confident and capable.
 
Supporting Offshore Teams - Deliver training and coaching to our offshore contact centre teams; Work closely with offshore leaders to make sure everyone shares the same knowledge and standards; Provide ongoing support and guidance to agents and local trainers; Continuously look for ways to improve the learning experience across locations.
 
Understanding Training Needs - Partner with our Operations and Quality teams to spot skills gaps and training opportunities; Plan and deliver training programs that align with our retail and customer service goals; Use data and feedback to keep improving what we do.
 
Working with the Quality Team - Review customer interactions and quality reports to identify areas for improvement; Turn insights into targeted coaching and training solutions; Help make sure every customer conversation lives up to our service promise.
 
Reporting and Documentation - Maintain clear and accurate records of training sessions and outcomes; Share progress updates and insights with the Contact Centre Manager; Keep all materials up to date and aligned with our retail brand standards.
 
What You'll Bring:

• A natural ability to engage and motivate others.
• Strong presentation and communication skills.
• Experience designing and delivering training in a contact centre or retail environment.
• Confidence adapting your style for different audiences, including offshore teams and trainers. 
• A proactive, organised approach and a love for helping others succeed.
• Comfortable using Microsoft Office and Learning Management Systems (LMS).

Your Background:

• Previous experience as a Contact Centre Trainer or Team Coach within retail, customer service, or sales.
• Experience supporting both onshore and offshore or remote teams.
• A good understanding of quality and performance improvement.
• L&D certification (CIPD, TAP, or similar) is a bonus, but not essential—we value real experience and passion for people development.

Benefits:

• Free onsite parking.
• Staff discount.
• Medical cash plan.
• Discounted gym memberships.
• Pension.
• Additional holiday entitlement.
• Cycle to work scheme.
• Progressive culture.

Apply today to be considered for the Contact Centre Trainer. This is a fantastic opportunity to join a wonderful organisation built on high standards, passion, innovation, and quality. For more information, contact Tim Campion on 0208 989 7779.
 
CCP has passionately supported candidates with 'customer contact' job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they're looking for talented, culturally aligned people to join their business. CCP are proud to support many of the world's best brands, helping them source talent, embrace diversity and build inclusive workplaces.