Learning & Development Trainer

Learning & Development Trainer (Contact Centre)

Location – Glasgow

Hours – Full-Time 40 hours per week

Optical Express is focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology.

For over 35 years, millions of patients have trusted Optical Express with their eye care. We look after thousands of patients in our clinics every week and it’s a privilege to transform the lives of so many.

The Optical Express team work together, collectively and consistently striving for excellence. We support each other, respect each other and are committed to a culture of care, trust and integrity.

The culture extends to our local communities, through our range of charitable and environmental projects. We focus on doing what is right for our patients, our colleagues, our local communities and our planet.

An exciting opportunity has become available for a Learning & Development Coach to join our Contact Centre team based in our Head Office in Glasgow City centre. This role will be focussed on the training and development of our Contact Centre Agents, working across multi brands. Previous experience of training in a contact centre will be preferred.

As Learning & Development Coach, your responsibilities will include:

• Delivering informative and enjoyable training programmes and learning initiatives that are aligned with the business goals
• Act as a point of contact for colleagues & managers who have questions relating to training and development within the contact centre and where appropriate the wider business
• Work closely with operational management teams in Head Office to gain a full understanding of their needs, training requirements, and how these align with business priorities
• Utilise the most appropriate learning strategy in relation to the needs of our colleagues & business which is aligned with the identified need, including e-learning, in person/virtual workshops, and coaching
• Develop and maintain the quality of materials and resources available for our colleagues which enable and promote performance development
• Continual assessment of performance within the contact centre to identify opportunities for improvement
• Ensure all training delivered adheres to health and safety standards and regulatory requirements
• Develop productive and mutually beneficial relationships across all operational teams to support and promote individual and business performance
• Carry out company inductions for new employees both in person and online.

This role would suit an experienced trainer who is able to demonstrate a high level of success in improving performance of contact centre teams. This role requires excellent communication skills and a passion for supporting people with their learning and development.

The Learning & Development Coach will be expected to be experienced in the following:

• Supporting and Coaching colleagues and team members
• Prioritising training & development needs in alignment with business requirements
• Contact centre training
• Confident in both written and verbal communication
• Organisational and IT skills

In return we can offer:

• Competitive salary
• Free Laser Eye and Intraocular Lens Surgery
• Discounts on prescription eyewear and sunglasses
• Generous Optical Express family & friends discount
• Modern working environment
• Workplace Pension Scheme

Optical Express is an equal opportunities employer.