[Hiring] Call Centre Trainer @Capita

Role Description

We're looking for experienced and engaging Call Centre Trainers to join Capita and support the delivery of critical public sector services across the UK. This is an exciting opportunity to play a key role in mobilising new services, onboarding colleagues, and developing high-performing customer service teams.

• Deliver engaging virtual and classroom-based training to customer service teams.
• Facilitate new starter inductions, cross-skilling programmes and refresher training.
• Conduct role plays, assessments and knowledge checks to support learner accreditation.
• Support colleagues through nesting and speed-to-competency activities.
• Work closely with Operations and Quality teams to identify training needs and deliver targeted interventions.
• Ensure training content remains aligned with current processes, compliance requirements and customer service standards.
• Maintain accurate training records and assessment documentation.
• Support large-scale recruitment and mobilization activity across multiple service lines.

Qualifications

• Previous training delivery experience within a contact centre, customer service, BPO or operational environment.
• Strong facilitation and presentation skills.
• Experience onboarding and developing frontline customer service colleagues.
• Ability to assess competence through coaching, observations, role plays and practical exercises.
• Excellent communication and stakeholder engagement skills.
• Understanding of quality standards, customer outcomes and compliance requirements.
• Ability to thrive in a fast-paced and evolving environment.

Requirements

• Experience within public sector, regulated or citizen-facing services.
• Experience delivering training relating to vulnerable customers, complaints handling or sensitive service environments.
• Training or coaching qualifications.
• Experience using Learning Management Systems (LMS) or digital learning platforms.
• Knowledge of speed-to-competency or accreditation frameworks.

Benefits

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
• Opportunities to learn new skills and develop in your career.

Company Description

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.

We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.

A publicly listed business with adjusted revenue of £2.6bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders.