First Response Call Centre Trainer

An experienced First Response (FRU) Call Centre Trainer is required to join a well-established law firm based in their Liverpool City Centre office to devise and deliver training in line with the Training Policy in an efficient and effective manner to ensure the continual contribution to the firm’s quality of all services offered.
 
The firm have an excellent reputation within Merseyside with a good staff retention and competitive salary plus benefits including 25 days holiday, life assurance, pension scheme, medicash plan and training and development opportunities.
 
Duties include

• Design, prepare, facilitate and deliver all training material to meet the needs of the business,
  including amendment of all training documentation as and when required, in accordance with
  procedural updates, systems changes and legislative and regulatory guidelines
• Provide any required feedback, guidance, coaching and/or recommendations in a 1-2-1 and/or
  group environment in a balanced and constructive manner
• Manage the ongoing training and development of all insurance claims staff and monitor their
  progress via audit feedback and liaison with line managers
• Complete call and file audits across the insurance claims function within Insurance Services
• Report and escalate any identified risks, training or performance issues
• Positively contribute to the continual improvement cycle within the Insurance Services division
• Monitor evaluation feedback to ensure a continual contribution to the firm’s quality of all
  services offered