Norwich recruitment / HR jobs
Call Centre Trainer Norwich
Call Centre Trainer - Norwich
Overall purpose of this role
To work within a fast paced, Inbound Sales and Customer Service Call Centre. The role is key in the development of individuals and teams to meet and exceed specific targets for sales, productivity and quality - within budgetary and compliance guidelines.
Reports into - Training Team Leader
Key Accountabilities
* Induction training for new Advisors to ensure they are prepared to effectively contribute to the overall Call Centre operation by writing profitable, compliant and quality business as well as deliver high quality customer service.
* Delivering robust and effective sales training to ensure all Advisors make immediate contributions in relation to core sales and associated products.
* Identifying training and development needs and taking the appropriate actions to develop and meet these needs, in line with operational requirements.
* Ongoing evaluation of training and development based on business results.
* Assisting in researching best practice and the 'pooling' of suggestions and ideas to continuously improve training and development. This should be both within the Swinton business as well as best practice within the generic training industry.
Education/qualifications
* A good standard of education, from GCSE level (r equivalent) or above, including English and Maths.
* A professional training qualification, e.g. CITP is desirable
The work experience you'll
* Ideally, specific coaching/training and/or Call centre sales experience
* Experience of delivering sales coaching/training in a target driven environment
What we'll be looking for in you
* A hands on, energetic style with a 'can do' attitude
* Innovative and creative
* Excellent communication skills and the ability to communicate at all levels.
* A flexible approach with the ability to influence others
* Ability to organise and prioritise in order to meet set deadlines
Competencies
* Technical.
* Organisational Awareness.
* Innovation & Creativity.
* Decisiveness & Initiative
* Planning.
* Customer Focus.
* Impact & Influence.
* Flexibility & Adaptability.
Terms and conditions
* Salary will be dependent upon experience.
* A flexible working week of 37 .5 hours.