Customer Services Trainer

  • Job Reference: 101941
  • Date Posted: 4 January 2021
  • Employer: Serco Limited
  • Website:
  • Location: Manchester (M3 1BE), United Kingdom
  • Salary: £23,000 to £25,000
  • Sector: Call Centre / Customer Service
  • Job Type: Home Based
  • Duration: 3 months

Job Description

Serco is one of the leading public sector providers of customer services. We pride ourselves on delivering high quality services, often supporting some of the most vulnerable people in our society - and as one of our Customer Service Trainers you'll ensure that we continue to deliver this incredibly important work to our client and end users.

As the Customer Services Trainer you will deliver bespoke and engaging training packages for our Customer Services business and ensure that training and development programmes are continually reviewed and improved upon.

You will support and develop our Online Trainers to share best practices and to ensure a consistent approach to training is maintained. You'll ensure that all training is evaluated, and feedback and findings are acted upon. Another key element of the role is to ensure all administration of training and reports are completed, up to date and accurate, for example, attendance register, training logs and skills matrix.

This is a fixed term role for 3 months initially. Whilst the role is predominately home based, however you may be required to attend our site in either Liverpool or Manchester when required.

About You:

We are looking for candidates who have a strong background in the delivery of Training, ideally within the Customer Services/Contact Centre background.  We are keen to hear from those who not only have facilitation but who also have experience of design of training programmes (although the latter is not essential).

Naturally you will have excellence communications skills both verbal and written, with an engaging and positive approach to facilitation of programmes. You should have the gravitas and confidence to liaise with stakeholders of all levels of seniority within the business.

Why Serco?
Meaningful and vital work: The nature of our business means you will do interesting work that matters - delivering essential services that touch people's lives

A world of opportunity: Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You'll be able to broaden your experience and apply your skills in new ways.

Great people: We are a motivated team who will encourage you and help you to succeed. You'll have the resources you need to do your job in a diverse and supportive environment. 

What we offer

  • Salary from £23k (depending upon skills and experience)
  • 25 days annual leave plus bank holidays and the chance to buy more;
  • Pension matched up to 6%
  • An autonomous and supportive culture 
  • The chance to make a positive difference to public sector services in a company passionate about diversity and inclusion  

If you think this role would suit you, working in an exciting and challenging environment with like-minded individuals, please apply now and upload a copy of your CV and covering letter.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 


Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

We're a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco supports fair access to employment for those with unspent criminal convictions through the Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required).