Customer Experience Centre Trainer \u0026 Coach

Job descriptionCustomer Experience Centre Trainer & Coach - Chelmsford Contact CentreAre 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 rechargeSave money every day with our exclusive retail discountsDrive a great deal with discounts on new and used cars, plus servicing offersPlan for the years ahead with our company pension schemeBalance home and work with our industry-leading family-friendly policies designed to help you spend more time with the people that matterCommute for less with our cycle-to-work schemePrioritise your wellbeing with dedicated support for you and your family24/7 access to healthcare professionals , ensuring you get the expert advice you need quickly and easilyMake a difference with a paid day to volunteer in your communityInvest in your future with our company share purchase planEarn financial rewards when you refer a friend to join the teamKeep learning and growing with our training and development opportunities for everyone.Life assurance with the option to increase coverWe're open to flexible working options - just askWhat you'll do day to day Design, develop and deliver engaging onboarding, induction and ongoing training programmes for Customer Experience Centre colleaguesCreate and maintain learning materials including training guides, e-learning modules, videos, knowledge resources and classroom contentDeliver regular coaching sessions focused on improving quality, productivity, customer experience and commercial performanceUse quality assessments, customer feedback and performance data to identify development opportunities and capability gapsCreate and monitor development plans to support colleague growth, performance and career progressionMonitor customer interactions across telephone, email, web chat and digital channels to ensure service excellence and compliance standards are metConduct quality assurance reviews and provide actionable feedback to support continuous improvementIdentify trends, root causes and coaching opportunities that impact customer outcomes and operational performanceSupport the delivery of key contact centre KPIs, including conversion, productivity, quality assurance and compliance measuresDeliver training and coaching on company policies, regulatory requirements, GDPR and customer communication standardsSupport the implementation of new systems, processes, products and operational initiatives through targeted learning solutionsPartner with Team Leaders and operational stakeholders to identify development priorities and improve colleague capabilityAct as a subject matter expert for customer contact processes, systems and customer experience standardsProduce reporting and insights on training effectiveness, quality outcomes and colleague progressionHelp embed a culture of continuous learning, coaching and accountability across the Customer Experience CentreSupport business change programmes and transformation initiatives while promoting best practice across all teamsHelpful skills and qualificationsDon'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 roleStrong facilitation, presentation and coaching skillsExperience designing and delivering engaging learning programmesAbility to analyse performance and quality data to identify development opportunitiesExcellent communication and stakeholder management skillsPassion for colleague development, coaching and continuous improvementStrong organisational skills with the ability to manage multiple prioritiesExperience working within customer service, contact centre or customer experience environmentsUnderstanding of compliance requirements including GDPR and customer communication standardsConfident using digital learning tools, contact centre technologies and Microsoft Office applicationsAbility to build strong relationships, influence others and drive positive behavioural changeA proactive, collaborative and customer-focused mindsetWe value diversity and believe it strengthens our team. If you don't meet every requirement listed but are enthusiastic about this role and eager to learn, we encourage you to apply.Be part of something bigGroup 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 ValuesAt Group 1 Automotive we pride ourselves on our five core values that are incorporated in all we that do.Respect - Integrity - Transparency - Teamwork - ProfessionalismThese 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.TPBN1_UKTJ