Call Centre Trainer

Capita

Call Centre Trainer delivering virtual and classroom-based training for Capita, an outsourcer supporting public and private-sector services. Onboarding, assessing and developing customer-service teams across UK programmes.

Posted 8/5/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in delivering engaging training programs for customer service teams, with a strong focus on compliance, quality standards, and effective onboarding processes. Proficient in assessing competence through various methods, including role plays and practical exercises, while maintaining accurate training documentation.

Highest-signal resume keywords

Training Delivery ExperienceFacilitation SkillsOnboarding and DevelopmentCommunication SkillsLearning Management Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training DeliveryAssessment DocumentationRole PlaysCoachingCompetence AssessmentTraining Content AlignmentQuality StandardsCustomer OutcomesCompliance RequirementsVulnerable Customer Training

Soft Skills

Presentation SkillsStakeholder EngagementAdaptabilityCollaboration

Tools & Technologies

Learning Management SystemsDigital Learning Platforms

Certifications & Qualifications

Training QualificationsCoaching Qualifications

Industry Keywords

Contact CentreCustomer ServiceBPOPublic SectorRegulated ServicesCitizen-Facing ServicesSpeed-to-CompetencyAccreditation Frameworks

About the role

Key responsibilities & impact

Deliver engaging virtual and classroom-based training to customer service teams
Facilitate new starter inductions, cross-skilling programmes and refresher training
Conduct role plays, assessments and knowledge checks to support learner accreditation
Support colleagues through nesting and speed-to-competency activities
Work with Operations and Quality teams to identify training needs and deliver targeted interventions
Keep training content aligned with current processes, compliance requirements and customer service standards
Maintain accurate training records and assessment documentation
Support large-scale recruitment and mobilisation activity across multiple service lines

Requirements

What you’ll need

Previous training delivery experience within a contact centre, customer service, BPO or operational environment
Strong facilitation and presentation skills
Experience onboarding and developing frontline customer service colleagues
Ability to assess competence through coaching, observations, role plays and practical exercises
Excellent communication and stakeholder engagement skills
Understanding of quality standards, customer outcomes and compliance requirements
Ability to thrive in a fast-paced and evolving environment
Experience within public sector, regulated or citizen-facing services (desirable)
Experience delivering training relating to vulnerable customers, complaints handling or sensitive service environments (desirable)
Training or coaching qualifications (desirable)
Experience using Learning Management Systems or digital learning platforms (desirable)
Knowledge of speed-to-competency or accreditation frameworks (desirable)

Benefits

Comp & perks

23 days’ holiday, rising to 27 days, with the opportunity to buy extra leave
Paid day out of the office for volunteering
Auto-enrolment to company pension
Life assurance
Cycle2work scheme
15 weeks’ fully paid maternity, adoption and shared parental leave
Two weeks’ paternity pay
Voluntary benefits including retail, socialising, health and wellbeing, travel and technology discounts
Employee Network Groups
Career development and learning opportunities
Inclusive, barrier-free recruitment process and workplace adjustments