Contact Centre

About The Role

Due to our continued growth and success we have an exciting new opportunity for a Training Manager within our busy customer service Contact Centre. The role will facilitate and oversee the quality of service our Contact Centre delivers and to drive a culture of continuous improvement to ensure every contact made, regardless of channel used, is a positive experience for our customers.

Your day-to-day duties and responsibilities will include: 

  • Creating and delivering an effective induction training program for all new Contact Centre Operators

  • Developing and delivering process and soft skills training to all new starters

  • Working with Contact Centre Duty Managers to identify training gaps and develop plans to address

  • Developing and delivering ongoing refresher training to existing team members across all our support channels (voice, email and social media)

  • Documenting and maintaining a library of training materials and training records ensuring they are kept up to date

  • Identifying and learning innovative methodologies to enhance training and development offerings to the department

  • Working with the Contact Centre Manager to develop and maintain an effective quality measurement function

  • Ensuring consistency of knowledge and quality of the department by ongoing monitoring and feedback sessions with Duty Managers

  • Providing coaching and guidance to the Duty Managers and the department on how to effectively improve our qualitative output

  • Conducting root cause analysis investigations in order to identify ways to improve quality

  • Producing reports in order to identify and measure the effectiveness of training and quality sessions

  • Develop our quality measurement tool, driving emphasis into FTR and improved customer satisfaction.


Hours of work:  

9.00am – 5.00pm, Monday – Friday.

About You

  • Extensive training experience in a Contact Centre / Customer Service environment

  • Experience in creating and delivering structured training courses

  • A background in producing documented training material 

  • To be passionate about people development and providing exceptional customer experience.

  • To be able to provide proactive solutions to process and customer service improvement opportunities

  • Excellent communication and influencing skills.

About Us

MandM Direct is one of Europe's leading off-price retailers, with over 3.8 million customers shopping with us every year. In today’s hypercompetitive environment, building a brand that our customers can trust is more important than ever. Our long-term success is due to our fast-paced, innovative and adaptable environment which continues to keep up with the market’s demands.

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