Contact Centre Trainer

We are seeking a dynamic and experienced Service Centre – Trainer to design, deliver and support training for colleagues across our Service Centre function. The Trainer will play a key role in ensuring that all new and existing team members are equipped with the knowledge, skills, and confidence required to deliver outstanding customer experiences.

The role covers the end-to-end colleague learning journey – from induction to development – and will also support the rollout of new initiatives and systems. A critical aspect of this role is to create and maintain a Route to Competency framework to ensure consistent onboarding and upskilling of colleagues.

This role is primarily office-based, with the option to work from home up to two days per week following successful completion of the probationary period.

The Role

Design and Deliver Training for Service Centre colleagues across various formats (classroom, virtual, one-to-one, eLearning). Subject matters include:

Induction (for both permanent and temporary colleagues)
Service Centre Culture and Housekeeping
Telephony Skills
Customer Service Excellence and Rapport Building
Member Experience best practices
How to identify and support Vulnerable Customers
Fraud Awareness
Complaints Handling and Escalation Process
Respect at Work and professional conduct

Systems Training:

Service Centre platforms and tools
Web Chat, Hub, Web Navigation and benefits of self-service
Bereavement Support

Step-Up Courses aligned to Service Centre development plans

Develop and maintain a clear Route to Competency training plan for all new starters, targeting full helpline readiness within 8–12 weeks, with support from Team Leaders
Coordinate refresher sessions (e.g. annual condensed modules) for key service areas including customer service, compliance, and systems.

In addition, you will:

Support the rollout of new initiatives, service changes, or system upgrades with tailored training interventions.
Monitor training effectiveness and adapt materials and delivery as needed.
Maintain accurate training records and report on colleague progress and competency milestones.
Liaise closely with Team Managers and QA functions to identify training needs and performance gaps.
Collaborate with the wider Learning & Development team to ensure training is aligned with organisational standards and best practices.
Provide coaching and side-by-side support to colleagues as required.
Support Service Centre reporting and data analytics.

The Requirement

Proven experience in delivering training within a Service Centre, Contact Centre, or similar fast-paced environment
Strong facilitation skills with the ability to adapt delivery style to audience needs
Excellent interpersonal and communication skills
Strong organisational skills and attention to detail
Confidence using digital tools and platforms for training delivery
Ability to develop and maintain training content
Passion for developing others and improving service quality
Desirable:
Experience in creating structured onboarding or competency frameworks
Knowledge of financial services, pension schemes, or regulated environments would be desirable
Coaching or mentoring experience

Key Attributes:

Positive, enthusiastic, and engaging training style
Collaborative mindset, comfortable working cross-functionally
Solution-oriented and adaptable to change
Able to manage multiple priorities and stakeholders effectively
Commitment to continuous improvement and learning

Equal Opportunity Employer

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organization. We embrace all types of diversity.