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Contact Centre Trainer (INTERNAL)

YHA logo
Pay: 18,787 to 21,703 per annum
Location: Southport Sales United Kingdom
Category: Entry Level
Available from: Immediately
Finishes on: Ongoing Position
Type of work: Full Time, Indoor , Evening Work, Daytime Work, Weekend Work
Job reference: E02538000
Leisure / Hotels 2017-09-13 2017-09-22

Job Description

Matlock - Permanent - Full Time (37.5 hours per week)
Please Note: This role is open to current employees of YHA only at this time.

We are looking for an enthusiastic, self-motivated individual to join our friendly team as Contact Centre Trainer at our National Office in Matlock.

Our Contact Centre handles inbound calls from customers and hostels regarding bookings and general enquiries. Whether speaking to a family looking for a seaside adventure or a school organising an educational trip to remember, our Advisors ensure excellent customer service is delivered in a professional, friendly manner.

The successful applicant would provide and manage a comprehensive training, development and performance monitoring capability within the Contact Centre, in order to support all team members in fulfilling their role effectively and meeting the Contact Centre and wider business KPI's. This would include planning and delivering inductions for all new team members as well as providing essential ongoing monitoring of calls and statistics to identify improvements in customer service, quality and sales.

We are available to answer calls Monday to Friday 8:00am - 6pm, Saturday 9am - 5pm and Bank Holidays 10am - 4pm.

In order to be a great Contact Centre Trainer we are looking for people who:
* Have experience of planning and delivering training in a commercial environment, preferably within a Contact/Call Centre, adapting where required to suit the needs of the trainee.
* Are able to provide evidence of driving business performance through training and coaching, with experience of working with KPI's.
* Demonstrate communication skills, both verbal and written, with the ability to give and receive constructive criticism.
* Proven ability to engage with, motivate and develop team members, promoting a positive working environment.
* Demonstrates a commitment to continuous professional development.
* Confidence, commercial awareness, results focused approach, with good time management and organisational skills.
* Excellent ICT skills and experience of all Microsoft Office packages.
* Demonstrates a strong knowledge and understanding of YHA systems and processes used for our customer base, including CRM software systems.
* Experience of managing and/or supervising a team (desirable).
* A degree of flexible working is required, including occasional visits to Hostels in England and Wales.
* Occasional overnights or weekends away from home may be required.
* Current full driving licence (desirable)

You work hard for us, so we work hard for you. As an employee at YHA you will receive:
* 10 FREE Hostel stays for you and up to 3 friends across England and Wales every year
* YHA Membership - Valid worldwide
* Access to 'Live More for Less' which give you exclusive high street discounts, savings on your weekly shop and money off hundreds of products from holidays to car insurance.
* A fantastic healthcare scheme - money back for dental, optical and medical treatments
Please note: In order to become an employee at YHA you must be able to produce evidence of your Right to Work in the UK. YHA is committed to safeguarding and ensuring the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment. The role will be subject to DBS check. The suitability of all prospective employees or volunteers will be assessed during the recruitment process in line with this commitment.

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