Service Centre Trainer

Description

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.
  
  

Qualifications

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.