Customer Experience Centre Trainer \u0026 Coach

Location: Chittening

Job description Customer Experience Centre Trainer & Coach
- Chelmsford Contact Centre Are you passionate about developing people, driving performance and delivering exceptional customer experiences? At Group 1 Automotive, our people are at the heart of everything we do. As we continue our exciting growth journey, we are looking for a passionate and experienced Contact Centre Trainer to help shape the success of our Customer Experience Centre teams. This is a fantastic opportunity to play a key role in developing colleague capability, improving customer outcomes and supporting operational excellence.

Working closely with leaders across the business, you'll help create a culture of continuous learning, coaching and professional development while ensuring our colleagues have the skills, knowledge and confidence to succeed. If you're an experienced trainer, coach, quality specialist or contact centre professional looking for your next challenge, we'd love to hear from you. What we can offer you Enjoy 33 days of annual leave (including bank holidays) to rest and recharge Save money every day with our exclusive retail discounts Drive a great deal with discounts on new and used cars, plus servicing offers Plan for the years ahead with our company pension scheme Balance home and work with our industry-leading family-friendly policies designed to help you spend more time with the people that matter Commute for less with our cycle-to-work scheme Prioritise your wellbeing with dedicated support for you and your family 24/7 access to healthcare professionals , ensuring you get the expert advice you need quickly and easily Make a difference with a paid day to volunteer in your community Invest in your future with our company share purchase plan Earn financial rewards when you refer a friend to join the team Keep learning and growing with our training and development opportunities for everyone.

Life assurance with the option to increase cover We're open to flexible working options - just ask What you'll do day to day Design, develop and deliver engaging onboarding, induction and ongoing training programmes for Customer Experience Centre colleagues Create and maintain learning materials including training guides, e-learning modules, videos, knowledge resources and classroom content Deliver regular coaching sessions focused on improving quality, productivity, customer experience and commercial performance Use quality assessments, customer feedback and performance data to identify development opportunities and capability gaps Create and monitor development plans to support colleague growth, performance and career progression Monitor customer interactions across telephone, email, web chat and digital channels to ensure service excellence and compliance standards are met Conduct quality assurance reviews and provide actionable feedback to support continuous improvement Identify trends, root causes and coaching opportunities that impact customer outcomes and operational performance Support the delivery of key contact centre KPIs, including conversion, productivity, quality assurance and compliance measures Deliver training and coaching on company policies, regulatory requirements, GDPR and customer communication standards Support the implementation of new systems, processes, products and operational initiatives through targeted learning solutions Partner with Team Leaders and operational stakeholders to identify development priorities and improve colleague capability Act as a subject matter expert for customer contact processes, systems and customer experience standards Produce reporting and insights on training effectiveness, quality outcomes and colleague progression Help embed a culture of continuous learning, coaching and accountability across the Customer Experience Centre Support business change programmes and transformation initiatives while promoting best practice across all teams Helpful skills and qualifications Don't worry about ticking off every single skill here - if you care about delivering great experiences as much as we do, we want to hear from you.

Previous experience in a training, coaching, quality assurance or contact centre development role Strong facilitation, presentation and coaching skills Experience designing and delivering engaging learning programmes Ability to analyse performance and quality data to identify development opportunities Excellent communication and stakeholder management skills Passion for colleague development, coaching and continuous improvement Strong organisational skills with the ability to manage multiple priorities Experience working within customer service, contact centre or customer experience environments Understanding of compliance requirements including GDPR and customer communication standards Confident using digital learning tools, contact centre technologies and Microsoft Office applications Ability to build strong relationships, influence others and drive positive…