Echo Logo


Walsall, West Midlands

Closing date January 23rd 2019

Salary Competitive Dependent Upon Experience

37.50 Hours

1 Position Available

We provide customer led solutions for our clients and recognise that it is through the expertise, knowledge and understanding of our people that enables us to deliver an enriched customer experience. We value our people to ensure they get all the support, training and motivation they need to be successful. We are currently looking to recruit a Trainer whose focus will be to provide a high quality induction training programme for new starters in our Contact Centre.

Key Responsibilities

  • Delivery of the induction training to new starters supporting the internal reinforcement of the company values, vision, policy and procedures
  • Assist in the design and delivery of other training interventions across the operations which incorporate a blended learning approach
  • Ensure that all training and training materials conform to company branding guidelines and are aligned to our vision, mission and values
  • Review of Echo polices and communication of amendments across the operations
  • To work in partnership with key stakeholders and help support engagement initiatives across the contact centre
  • Evaluation of induction training and other programmes to drive continuous improvement and develop new approaches to training and the development of new programmes
  • Monitoring and maintaining overall performance against business strategy and identify areas for improvement by interpreting data and route cause analysis
  • Continued group and individual coaching support post training interventions in contact centre to ensure competency levels are reached, maintained and learning has been embedded
  • To design and deliver a suite of e-learning modules to help increase personal development

Skills & Experience

  • Excellent facilitation skills
  • Passion for Product Knowledge
  • Confident in communicating out complex information and leading and managing a group of people within a training environment
  • Results driven
  • Knowledge of using e-learning packages
  • Ability to work effectively within a team
  • Experience of delivering training within a busy contact centre environment
  • Understanding of learning styles
  • Understanding of the systematic Training cycle
  • Experience of coaching individuals
  • Experience in Microsoft Skills in PowerPoint, Word, Excel are essential

Personal Characteristics

We are looking for someone that is passionate about aiding the delivery of excellence in customer service and advocating the importance of the customer journey.

To apply:

Please send your CV and covering letter to

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