Job Description

Location: Stoke on Trent

, ST1 5PZ

Hours of work: 40

Contract Type: Fixed Term Contract

As the Trainer, you will deliver engaging and effective training to new and existing employees as part of the client contract mobilisation.

You'll manage training records, oversee follow-up competency assessments, and maintain the E-Learning hub and its content.

Working within a Project team and alongside Operational teams, you will play a key role in ensuring training standards are met to support a successful mobilisation.



This dynamic role requires confident facilitation, strong leadership, and a passion for learning and development to support employees in their roles across the Operational Services Centre.

Key Responsibilities

Deliver engaging induction and process training to new starters, including competency assessments and customer service skills. Facilitate training in a dynamic learning environment, using both traditional classroom and remote learning methods. Ensure all training is aligned with OSC processes and tailored to customer-specific requirements. Collaborate with the Leadership team to support new employees through their probation period with clear quality and competency benchmarks. Use innovative training techniques to support knowledge transfer and continuous development. Conduct assessments to track learning progress and ensure readiness for BAU transition. Adapt training methods to suit hybrid or face-to-face delivery needs effectively.

Professional and Personal Competencies/Qualifications

Proven experience as a Trainer within a contact or call centre environment Strong background in delivering systems training, call handling skills, and email communication training Demonstrated ability to coach and assess call quality and customer service performance Confident in using and training others on telephony systems, CRM tools, and digital platforms Experience in designing and delivering both face-to-face and remote learning sessions Able to adapt training styles to suit learner needs and technical requirements Training qualification (e.g. TAP, CIPD, or equivalent) is desirable, but strong hands-on training experience is essential

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.



Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.




We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace




ISS is proud to be a diverse and inclusive employer.




ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background



Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.




If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com





If you are interested in learning about other opportunities at ISS, please join our Talent community by clicking on the following link: TalentPlace







To find out more about what we do - https://www.uk.issworld.com/