Call Centre Training Officer

08 Jan 2021
16 Jan 2021
Contract Type

Call Centre Training Officer - Part Time (max. 20 hours over 3, 4 or 5)


??25,000 - ??27,500 pro rata

Our client is looking for a Training Officer to join their friendly team based in Chester.

As Training Officer, you will be joining a small Training team who are responsible for ensuring that call quality remains at a high standard. You will be call listening across the teams and conduct 121 call feedback sessions with staff. You will help develop, implement and maintain a Training database to improve call quality monitoring & reporting in 2021. You will help maintain and develop various training and development programs/initiates that have been implemented across the business. To ensure high levels of skills are available to meet current and future business needs, with a strong focus on regulatory requirements.

Main responsibilities within the role will include:

* Call Quality - core responsibility will be to ensure that the call quality standard remains high. To conduct monthly remote call listening of the x5 Operations teams. To deliver feedback to staff/Team Leaders/Compliance when call improvements are required or breaches in policy have occurred.

* Call Quality - to work with Team Leader's in conducting area/individual staff call listening sessions.

* Call Quality - to work with other members of the training team in developing a call quality database for more targeted listening and easier call quality reporting.

* Training Delivery - To learn the key aspects of all the Operations teams. To be jointly responsible for the role training of new starters and existing staff.

* Training Delivery - To be involved in delivering companywide training content as and when required e.g. new software, Compliance training e.g. FCA reminders

* To assist in the management of all training administration, including maintenance of training records, training manuals/handouts, all pre- and post-training administration.

* To be involved in booking staff onto training courses/qualifications as and when required.

To be successful in this role you will need:

* Experience of working in the finance industry (essential)

* Experience of training, coaching or developing others (essential)

* Understanding of the finance industry's regulator

* Excellent verbal and written communication skills

* Experience of delivering constructive performance feedback

* Ability to deliver training content to groups of staff

* Working knowledge of Microsoft Office applications

* A passion for the training and development of others

If you have experience of working within a similar role within financial services, please apply as directed below