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.

• 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.

• 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.

• 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.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.