Contact Centre Training Team Manager

  1. Customer Service
  2. Full-time


Dudley, England, United Kingdom

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Rentokil Initial

Contact Centre Training Team Manager


£29,583 p/a

Our Company

We are Rentokil Initial, a FTSE 100 company and leaders in innovation in our areas of expertise. We have a family feel but with a global reach, operating in over 80 countries. Did you know that over the last 5 years we have expanded significantly and we are proud to share that Rentokil Initial was voted one of the ‘Best Places to work 2020’ on Glassdoor, we think that’s pretty cool!

Service, Relationships and Teamwork are our core values and we are looking for motivated, down-to-earth and dependable individuals to join our growing team. We understand that training is essential to bring out the best in you and develop your knowledge and skills. Throughout your career with Rentokil Initial you will keep learning and be supported with new tools, products and services as we continue to make new advances.

Diversity and Inclusion is fundamental to the success of our business, our people are what makes us great. Whatever your experience or background, age or education, with the right attitude and values, there’s a perfect role for you here at Rentokil Initial. We want to hear from you! Join one of the largest service companies in the world, protecting people from disease and enhancing their lives through health and wellbeing.

What will you be doing?

As Training Manager, you will be responsible for the strategic development and delivery of the Contact Centre training services. Working closely with all levels and grades of staff and developing strong relationships. You will manage tailor-made training packages to staff across all our UK contact centres. Taking responsibility for all training within the contact centre from new recruits, induction, contact centre systems, processes, soft skills, grading, reviewing and developing all current training models . To manage the training team members on a day to day performance and productivity. To champion customer service best practice across all the areas businesses’ promoting quality driven, customer centric relationships. To ensure a culture of pride and belief in customer service excellence

To be successful in this role, we are looking for you to:

  • Be fully accountable for meeting all teams training requirements to an excellent level
  • Develop and instigate where achievable 50/50 U+ training as well as classroom models
  • Undertake regular quality call monitoring sessions, to support and coach continuous improvement for all trainers within the team
  • Ensure all trainers have an excellent understanding of contact centre processes across all functions and businesses
  • Enhance, review and develop best practice across the team with types of training and continue ongoing development of the grading and training modules
  • Establish the training and development needs of the department employees
  • Promote training initiatives that build employees job effectiveness
  • Develop training strategies and oversee its execution and measuring the impact on employee performance
  • Create training material and programmes to address specific business needs
  • Manage employee enrolment, schedule training sessions
  • Develop and manage the training team
  • Put together assessments after completion of training to determine the effectiveness


You will have:

  • Experience in a Contact Centre environment as a Team Leader or Manager (Desirable)
  • Knowledge of various training methods including, workshop, classroom, video, and e-learning
  • Ability to notice trends and gaps in employee development
  • Ability to effectively organise and manage multiple training packages simultaneously
  • Strong values and experience in customer service
  • Excellent written and verbal communication skills
  • IT skills in Word, Excel, Powerpoint and other Microsoft Office applications, as well as experience with bespoke systems
  • Great organisation skills
  • Ability to inspire and motivate others


In return, we offer:

  • A competitive basic salary of £29,583
  • Benefits such as access to friends and family discount scheme called RI Rewards where you could earn discounts in over 3000 retailers
  • Full training, continued support and development opportunities
  • The opportunity to work within a diverse, fast-paced, and growing company

If you've made it this far, you must click apply! Don't miss this opportunity to join the best Call Centre team you'll find!

Rentokil Initial are an equal opportunities employer and are committed to creating a diverse working environment. To find out how we process your data view our careers privacy policy here.

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