Job Description:

We are seeking a dynamic and experienced Customer Care Trainer to lead the development and delivery of training programs that elevate the performance of our internal teams and BPO partners. This role is pivotal in maintaining high-quality service standards across reservations, chats, and customer care cases, with a strong focus on First Contact resolution (FCR) and Net Promoter Score (NPS) improvement.

What You’ll Do:

 

Training Development & Maintenance

Own and continuously update all training materials, SOPs, and knowledge base content to ensure accuracy and relevance. Design and deliver engaging onboarding and upskilling programs for new and existing team members.

BPO Oversight & Quality Assurance

Conduct regular audits of BPO performance, ensuring adherence to quality standards and SOPs. Collaborate with BPO trainers to implement a consistent “Train the Trainer” model.

Performance Coaching & Multiskilling

Provide coaching and feedback to agents and team leads to drive individual and team performance. Develop and implement multiskilling initiatives to enhance operational flexibility and efficiency.

Process Improvement & NPS Focus

Identify and address process gaps that impact customer satisfaction and FCH. Partner with cross-functional teams to design and implement customer-centric process improvements.

Reporting & Insights

Track training effectiveness and quality metrics, providing actionable insights to stakeholders. Support the Quality and Customer Experience teams with data-driven recommendations.

 

What We’re Looking For:

 

Experience in process improvement methodologies (e.g., Lean, Six Sigma). Familiarity with NPS and FCH metrics and their impact on customer experience. Background in hospitality, travel, or service industries is a plus. Proven experience in customer care training, preferably in a multichannel environment (voice, chat, email). Strong background in coaching, quality assurance, and performance management. Experience working with or managing BPO partners. Excellent communication, facilitation, and interpersonal skills. Ability to manage multiple priorities and adapt to a fast-paced environment. Proficiency in using LMS platforms, QA tools, and CRM systems.

 

What You’ll Get:

Employee Friends & Family rental discount (40% discount for employee & partner; 30% discount for up to 8 additional family/friends). Hybrid/flexible working arrangements. 22 days holidays on hire rising to 27 days with service. Occupational Pension Scheme with up to 5% company matched contribution.  Life Cover payable at 4 times base salary.  Profit Share Scheme. Tuition support plus access to compressive online learning platform. 10 days paid study leave & paid exam leave where exams fall during work hours. Income protection for long term illness. Professional membership fees paid in full annually where membership relates directly to role.  Bike to Work & Travel Pass schemes.  Employee Assistance Programme for employees and family. Occupational Health support. Christmas savings scheme.