Call Centre Operational Trainer
Job ID: 10107217
Blackburn
Permanent
Hybrid
Operating as part of the Customer Service Centre (CSC) Operations team in Blackburn, the purpose of the role is to provide support to the CSC, identifying training needs, delivering training, and supporting the CSC management team in delivering improvements. As the CSC is impacted by many changes across the business and due to the fast-paced level of change this is an integral role to ensure change is embedded with the agents.
You will be responsible for understanding the training needs of the CSC and planning, building, and executing delivery of training both virtual and face to face. Alongside this you will identify tools to support staff in embedding their learnings. This will be evidenced through KPI achievements, quality results and customer satisfaction.
As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.
Job Description
What you’ll be doing:
Build an overarching understanding of the PCSE services and processes
Work closely with key stakeholders and project teams to build effective training programmes, evidencing the effectiveness of these solutions
Any other duties which may reasonably be regarded as within the nature of the duties and responsibilities / grade of the post as defined
Identify tools and processes to support the learner’s retention of knowledge following training delivery
Deliver high quality training to new and existing staff members
Review and update existing training material, working closely with stakeholders and learners to identify continuous improve for the CSC learning solutions
Work with the planning team to ensure training delivery is managed in line with SLA and business requirements
Work closely with the SME and operations manager to support delivery of improvements
Provide briefings on key changes and ensure agents understand the key information required
Continually look for opportunities to improve through training delivery
Be a change champion, providing a positive influence to ensure change initiatives are supported and embedded into the operation
Adhere to and promote Capita values, leading by example
What we’re looking for:
Previous experience delivering training within a call centre environment / good CSC knowledge and experience
Previous experience in building digital learning modules desirable
Experience in identifying training requirements, design and delivery, embedding knowledge and evaluation of learning solutions.
High standards, attention to detail and a desire to make a difference
Strong organisation, communication and interpersonal skills
Excellent verbal and written skills with the ability to communicate with staff at all levels
A self-starter, working with minimal supervision, trusted and comfortable taking on responsibilities
Able to work to tight deadlines
Positive approach to change and ability to promote new ideas/innovation
Time-management skills
Flexibility and ability to deliver in demanding and changing circumstances
Problem solving with a good degree of analytical ability, to identify additional training opportunities to aid service improvements
Ability to work within a high-pressured environment whilst remaining focused on the objectives
Self-driven, highly motivated, demonstrates initiative and is proactive in their approach to the business
Leads by example and demonstrate adaptability
About PCSE:
At Primary Care Support England (PCSE), a part of Capita PLC, we are committed to providing services that underpin the NHS to deliver high quality primary care services for patients and providers.
We deliver key administrative support for GP's, dentists, pharmacists, and opticians. Our aim is to create better customer outcomes and excel in the standard of service we deliver.
What’s in it for you?
23 days’ holiday (rising to 27) with the opportunity to buy extra leave
The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
[a discretionary annual bonus / car allowance or company car]
Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.
What we hope you’ll do next:
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
Equal Opportunities
At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com
About us
Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.
Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.