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Sureserve Logo Sureserve · Call Center

Call Centre Trainer

United Kingdom, Liverpool Employment contract 30000.00 - 34000.00 GBP / Year · Job Posted May 29, 2026
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Job Description

This is an exciting opportunity to join Sureserve during the growth of our existing Contact Centre function. Designed to deliver responsive, high‑quality services to social landlords, local authorities, and the residents they support, the Contact Centre plays a critical role in our customer promise. As Contact Centre Trainer & Quality Coach, you will be responsible for developing advisor capability through effective training, quality assurance, and coaching. You will design and deliver onboarding and ongoing training, complete quality assessments across all contact channels, and provide targeted coaching to drive performance improvement and a consistently positive customer experience. Working closely with Team Leaders and operational stakeholders, you will use insight from quality reviews, customer feedback, and performance data to shape learning interventions and embed best practice across the Contact Centre.

Job Responsibility

  • Design and deliver induction and onboarding programmes for new Contact Centre Advisors
  • Deliver ongoing training, refresher sessions, and upskilling activity aligned to performance and quality outcomes
  • Carry out quality assurance checks across calls, emails, and digital channels in line with agreed frameworks and standards
  • Provide clear, constructive feedback and one-to-one coaching based on QA outcomes and performance trends
  • Identify common quality themes and capability gaps, recommending targeted training or process improvements
  • Create, maintain, and update training and quality documentation, scripts, and learning materials
  • Evaluate the effectiveness of training and coaching interventions using performance data, QA results, and feedback
  • Support advisors during nesting and probationary periods, providing additional coaching and guidance as required
  • Ensure training content and quality standards reflect current processes, systems, compliance, and regulatory requirements
  • Support contract mobilisation activity by delivering training and quality frameworks aligned to new services and clients
  • Work collaboratively with Team Leaders and operational teams to support continuous improvement across the Contact Centre

Requirements

  • Proven experience in a contact centre training, quality, or coaching role
  • Strong facilitation and coaching skills, with the ability to engage and motivate advisors
  • Experience conducting quality assessments and providing structured, developmental feedback
  • Ability to translate performance and quality data into effective learning interventions
  • Strong organisational skills with the ability to manage multiple priorities
  • Confidence working with contact centre systems, processes, and KPIs
  • Excellent communication, problem‑solving, and stakeholder engagement skills
  • A strong focus on delivering high‑quality customer experiences

Nice to have

  • Experience in a customer‑focused or social housing environment
  • Experience designing blended learning or e‑learning content
  • Experience using CRM and contact centre platforms

What we offer

  • Contributory pension scheme
  • Life assurance
  • 20 days + Bank holidays (service based increasing holiday scheme)
  • Enhanced maternity, paternity, adoption leave and other family friendly policies
  • Sureserve Benefits Hub, accessing over 1000 retail discounts
  • Virtual GP service, available for employees and immediate family
  • Employee Assistance Programme (EAP)
  • Bike2Work Scheme
  • EV Car Scheme
  • Employee engagement events and "Employee Voice" programmes
  • Strong opportunities for career growth and development
  • "Sureserve Legends" – celebrating the fantastic ways in which our employees live our values
  • Committed to Diversity & Inclusion
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