Team Leader/Trainer - Contact Centre Onboarding

Team Leader/Trainer - Contact Centre Onboarding & Embedding Specialist

My client is a dynamic and innovative marketing solutions provider headquartered in Tottenham, North London. They specialise in helping businesses connect with their target audiences through creative and technology-driven marketing campaigns. With offices in Warrington and Central London also, they are committed to delivering exceptional service to our clients.

The role:

We are looking for an enthusiastic and strong personality with team leading and training skills within a fast paced, customer focused environment.

This hybrid Team Leader and Trainer position combines operational leadership with hands-on training responsibilities to ensure seamless onboarding and effective embedding of new team members within the contact centre environment. In this role, you will support the development of a skilled, confident, and cohesive team, fostering an environment where new and existing employees can thrive.

As a leader, you will oversee daily operations, provide real-time support, and manage escalations. As a trainer, you will focus on designing and delivering tailored onboarding and embedding programs to ensure that all new team members feel integrated, capable, and ready to succeed.

Once the client and team have been onboarded and trained you will have the option to either lead the team or move onto the pipeline of new contracts, training, coaching and onboarding the next team. This is a varied and exciting role with lots of potential.

Key responsibilities:

Team Leadership:

• Lead, coach, and motivate a team of customer support agents to achieve and exceed performance targets while delivering exceptional service.
• Conduct regular team meetings and individual check-ins to review progress, address challenges, and provide constructive feedback.
• Manage workflow to ensure resources are allocated effectively, meeting client expectations and contact centre goals.
• Act as the primary escalation point for complex or sensitive customer enquiries, ensuring swift and satisfactory resolutions.
• Support/stand-in for other Team Mangers as required

Training, Onboarding, and Embedding:

• Design and implement a comprehensive onboarding and embedding programme for new starters, focusing on essential skills, system knowledge, and customer interaction techniques.
• Develop and deliver ongoing training sessions to continuously improve the skills, product knowledge, and capabilities of all team members.
• Facilitate practical workshops and role-playing exercises to prepare new staff for typical client scenarios and reinforce team readiness.
• Regularly update training materials and resources in line with client feedback, industry best practice, and evolving standards.

Team Support and Integration:

• Oversee the embedding process of new team members, ensuring they feel supported, integrated, and fully equipped to contribute effectively.
• Work closely with internal departments to ensure new team members receive consistent support and resources aligned with client requirements.
• Collect and document feedback from both new and established team members to refine the onboarding and embedding process continually.

Operational Improvement:

• Identify trends in customer enquiries and work with leadership to implement process improvements or additional training as needed.
• Monitor key performance indicators (KPIs) and generate reports to track team and individual performance, with a particular focus on onboarding success.
• Promote a culture of continuous improvement, encouraging team feedback to enhance the onboarding and embedding experience.

The ideal person:

• Excellent communication and interpersonal skills to foster team cohesion and support the integration of new team members.
• Proven leadership abilities with the capacity to manage, inspire, and embed new team members effectively within a dynamic environment.
• Strong organisational and time management skills to balance team oversight and training duties efficiently. Adaptability to rapidly changing requirements and client expectations.
• High attention to detail in the development of training materials and embedding processes.

• Proven experience in a customer service, training, or team leader role within a contact centre.
• Experience in onboarding, embedding, and training programmes, ideally within a fast-paced or customer-focused environment.
• Proficient in CRM software, contact centre management tools, and training technology.

Perks and Benefits!

• Working hours 9am to 5:30pm
• 24 days holidays
• Statutory pension scheme
• Free EAP service
• Benefits Platform

N.B All employment will be subject to satisfactory DBS check, employment references and confirmation of right to work in the UK

Despite our best efforts it is not always possible to respond to every application individually due to the high volume of responses we receive on each vacancy

Only candidates who are short listed will be contacted for this particular role and if you have not heard from us within 7 days please assume that you have not be successful. However, we will keep your details on our database, and will contact you when other suitable positions come in.