Customer Service Trainer - Optima Recruitment : Job Details

Working within departments to deliver learning and competency best practice through structured and considered learning administration, support, industry/skill delivery, competency monitoring and evaluation.

• Based in Epsom
• £35,000 salary
• 23 daysholiday + bank holidays
• Monday - Friday, 9am - 5:30pm

Job specification:

• Develop and manage competency matrices to assess skills and identify learning gaps.
• Plan, conduct, and document training sessions based on competency needs.
• Administer task rotations to support skill development.
• Identify training needs using data from complaints, call reviews, and feedback, and provide targeted solutions.
• Design, centralise, and maintain learning materials.
• Deliver training on industry, products, and skills across teams.
• Coach and mentor agents to improve performance.
• Create and implement induction and learning programs.
• Build a trainer support network for collaboration and consistency.
• Stay informed on departmental processes to align training.
• Evaluate and improve training programs regularly.

Person specification:

• Strong organisational and communication skills.
• Skilled in coaching, facilitation, and stakeholder collaboration.
• Experienced in creating engaging training materials with blended learning methods.
• Naturally curious and eager to learn.
• Analytical problem-solver with attention to detail.
• Quick to grasp new concepts.
• Proficient in IT and training needs analysis.
• Team player with experience in fast-paced customer service.
• Financial services or regulated environment experience (preferred).

Additional information:

• Professional Study Support
• Private Medical Insurance
• Income Protection
• Free Parking

Refer a friend and earn £100! If you have a friend who is also searching for a new opportunity in the local area, recommend Optima and if we place them (providing they complete their 3-month probation period), you will receive a £100 retail voucher of your choice!

Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.

By applying for this vacancy, you accept Optima Recruitment Limited’s Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.

Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.