Upload your CV
Go to job search

Customer Experience Centre Trainer & Coach

Group 1 Automotive, Chelmsford

Customer Experience Centre Trainer & Coach

Salary not available. View on company website.

Group 1 Automotive, Chelmsford

  • Full time
  • Permanent
  • Onsite working

Posted 3 days ago, 3 Aug | Get your application in today.

Closing date: Closing date not specified

Job ref: 6f608708517746a19c96bde6c65e1e61

Location ref: Chelmsford

Full Job Description

  • 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

    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 behavioural change
  • A proactive, collaborative and customer-focused mindset

    Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail.
    • But you don't need to love cars to work with us - just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people. Our Values At Group 1 Automotive we pride ourselves on our five core values that are incorporated in all we that do. Respect - Integrity - Transparency - Teamwork - Professionalism These are the principles that every member of our team lives by, whether that be business functions, customer interactions, how we interact with the local community and even how we view each other in the team.

    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

Direct job link

https://www.jobs24.co.uk/job/customer-experience-centre-trainer-coach-127144002
Relevant jobs