Job Description

Purpose of the Role:

To deliver high-quality training and assessment for learners undertaking the NCFE Level 2 Certificate in Contact Centre Operations. The Trainer will support learners to develop the knowledge, skills, and behaviours required for effective performance in call centre roles, ensuring successful achievement of their qualification.

Key Responsibilities:

Plan, prepare, and deliver engaging training sessions aligned with NCFE Level 2 Call Centre Operations standards. Assess learner performance against qualification criteria and provide constructive feedback. Maintain accurate records of learner progress, assessment decisions, and achievement. Support learners through one-to-one coaching, mentoring, and guidance. Prepare learners for end-of-unit and final assessments. Ensure all training meets NCFE awarding body compliance and quality assurance requirements. Promote professional standards, customer service ethics, and employability skills. Participate in standardisation meetings, CPD activities, and internal quality assurance processes.

Essential Skills & Qualifications:

Relevant teaching/training qualification (e.g., PTLLS, AET, or equivalent). Assessor qualification (e.g., TAQA, CAVA, or equivalent). Experience in delivering vocational training within call centre/customer service environments. Strong knowledge of NCFE Level 2 Call Centre Operations standards. Excellent communication, coaching, and interpersonal skills. Ability to motivate and engage learners from diverse backgrounds.

Desirable Skills & Qualifications:

Higher-level teaching qualification (e.g., DTLLS, PGCE, or equivalent). Internal Quality Assurance (IQA) qualification. Experience in online/blended learning delivery. Previous experience working in call centre management or supervisory roles.

Personal Attributes:

Professional, approachable, and learner-focused. Organised with strong attention to detail. Commitment to safeguarding and promoting learner welfare. Enthusiastic about continuous improvement and professional development.
Pay: 150.00-200.00 per day

Work Location: In person