Training Facilitator

Responsibilities

The CxHub Training Facilitator equips the Customer Services Team with the knowledge and skills needed to meet customer service goals. This role develops training plans based on real-time data, quality assessments, and performance trends, ensuring effective delivery and addressing team and individual needs. They conduct ongoing training sessions, coaching, and evaluations to prepare agents for exceptional interactions, while also developing content for new products and updating knowledge resources. Supporting the QA team in process enhancements, the facilitator acts as a key link between the Customer Services Team and the Customer Service QA & Training Manager, driving continuous service improvement.

Training Design & Delivery

• Plan, prepare, and facilitate structured training programmes for new hires, existing agents, and new processes or initiatives.
• Utilise a range of training methodologies, including classroom, virtual, eLearning, and on-the-job coaching, to maximise learning effectiveness.
• Ensure all training materials are current, accurate, and aligned to operational and service standards.
• Create and update training content for new products, systems, and customer service processes.

Training Needs Analysis & Capability Development

• Conduct ongoing training needs analyses using performance data, call listening outcomes, and quality assurance feedback.
• Identify knowledge and skill gaps at individual and team level and implement targeted development interventions.
• Support the development of training plans for roles within the Customer Services environment.
• Address learner risk by identifying agents not meeting required standards and escalating concerns to Customer Service Managers and Team Leads where necessary.

Quality Alignment & Continuous Improvement

• Collaborate closely with the Quality Assurance Team and Contact Centre Leadership to align training initiatives with quality and performance goals.
• Support QA-led process enhancements by incorporating quality findings into training content and delivery.
• Assess the effectiveness of training through feedback, surveys, assessments, and performance trends, and implement improvements where required.
• Research and apply learning and development best practices to continuously enhance training outcomes.

Performance Feedback & Coaching Support

• Conduct call listening and operational observations to provide structured feedback on agent performance.
• Share actionable insights with Customer Service Managers and Team Leads to support coaching and performance management.
• Develop proficiency and readiness assessments to measure learner understanding and operational readiness.

Stakeholder Engagement & Reporting

• Act as a liaison between Customer Services operations, QA, and training leadership to ensure aligned execution.
• Report training insights, trends, and metrics to Contact Centre Leadership to support informed decision-making.
• Partner with internal stakeholders to ensure training remains aligned to business priorities and service expectations.

Training Governance, Compliance & Administration

• Ensure training materials and delivery adhere to accreditation and compliance requirements.
• Maintain accurate training registers, attendance records, surveys, and intervention logs.
• Coordinate training logistics, including scheduling, system access, and training material readiness.
• Keep all learning resources updated and accessible via the Knowledge SharePoint portal and CRM systems.

Requirements

• Diploma/Certifications/Accreditations in Communications, Learning and Development, or equivalent (essential).
• +4 years in training facilitation or design and delivery, specifically in an operational customer services or retail environment or similar (essential).
• Experience in applying observational agent assessments and integrating various data sources to design targeted training interventions that enhance customer service levels (essential).
• Demonstrable experience in operational development needs of large teams and achieving improved service levels (essential).
• Familiarity with training design and development templates and toolkits (essential).
• Proficiency in MS Office 365, particularly intermediate Excel skills (essential).

Nice to have

• Exposure to training new product launches in a Financial Services / Online Banking or similar environment.