Call Centre Trainer

• Location: Peterborough or Basingstoke – Full time onsite
• Duration: 6 month initial contract
• Rate: £350-£450 per day (inside IR35/via umbrella)

We are seeking an experienced Call Centre Trainer to support the development of customer service teams within a regulated financial services environment.

You will work closely with Team Managers and Customer Service Representatives to improve customer conversations, coaching capability, quality performance and customer outcomes.

Key Responsibilities

• Deliver structured coaching programmes across operational teams.
• Conduct call observations, quality reviews and side by side coaching sessions.
• Improve call control, objection handling and customer engagement skills.
• Support Team Managers to strengthen coaching capability and team performance.
• Use quality and performance data to identify trends and drive targeted development plans.
• Promote customer focused behaviours, regulatory compliance and positive outcomes for vulnerable customers.

About You

• Experience training/coaching within a contact centre environment.
• Excellent coaching, communication and stakeholder management skills.
• Proven track record improving quality, customer outcomes and colleague performance.

Desirable

• Life and Pensions or broader financial services experience.
• Coaching qualification.
• Experience coaching Team Managers and operational leaders.
• Knowledge of Consumer Duty and vulnerable customer requirements.

This is an excellent opportunity for a coaching professional who is passionate about developing people, improving performance and delivering great customer outcomes. If this is of interest, please apply online with an updated CV attached.