Training Specialist

Training Specialist - Newcastle, NE12 8BUSalary: £30,000 per annum + Bonus based on performanceWorking Hours: 37.5 hours per weekShift Pattern: Monday to Friday, rotating between 9:00am - 5:30pm and 9:30am - 6:00pmHolidays: 29 days’ annual leave including bank holidays, increasing to 31 days after 1 years' serviceWe are currently hiring Training Specialists to join our dynamic team in Newcastle! Based on the structure and style of Call Quality Specialist v1, this role is focused on developing colleagues and supporting operational excellence.We are looking for a passionate and engaging Training Specialist who thrives on developing others and creating impactful learning experiences. The successful candidate will play a key role in onboarding new colleagues, delivering refresher and product training, and supporting the continuous development of our Retentions, Upselling, and Move/Take Over teams. This is a highly visible role that combines classroom delivery, content creation, stakeholder engagement, and operational collaboration to drive performance and customer experience.Verisure is the leading European provider of professionally monitored security systems with 24/7 response services. We protect over 5.1 million families and small businesses across 17 countries in Europe and Latin America. Our mission is to provide our customers peace of mind by protecting what matters most to them.Role Responsibilities'Training Delivery & Content DevelopmentDelivering engaging induction training programmes for new starters across the Retentions, Upselling and Move/Take Over teamsFacilitating refresher training sessions to reinforce performance, compliance and customer experience standardsDesigning and delivering training for new products, services, systems and business processesCreating and delivering soft skills training, including communication, objection handling, negotiation and customer engagement techniquesDeveloping, reviewing and updating training materials, presentations, guides and supporting documentationUtilising PowerPoint and other learning tools to create interactive and engaging training experiencesMonitoring learner progress and assessing training effectiveness through observations, feedback and performance metricsCollaborating with operational leaders to identify knowledge gaps and training opportunitiesSupporting the implementation of new initiatives through targeted learning interventionsEvaluating training outcomes and making recommendations for continuous improvementSupporting the development of learning pathways and development plans for colleagues across the operationOperational Engagement & Continuous ImprovementWhen not delivering training, the Training Specialist will remain closely connected to the operation to ensure all learning remains relevant, effective and aligned with current business needs by:Handling customer calls across the Retentions, Upselling and Move/Take Over teams to maintain operational knowledge and credibilityStaying close to day-to-day operations to understand customer behaviours, challenges and emerging trendsWorking alongside frontline teams and managers to identify performance gaps and development opportunitiesSpending time within operational teams to observe processes, understand new initiatives and gather insightsPartnering with Team Managers, Quality Specialists and Operational Leaders to develop targeted training solutionsProviding coaching and floor support where required to reinforce learning and improve performanceContinuously reviewing and enhancing training content based on operational feedback and business requirementsEnsuring all training materials remain aligned with customer expectations, compliance requirements and operational best practiceOccasionally shadowing recruitment interviews to gain insight into new starter capability, support alignment between hiring and training requirements, and help shape onboarding and development programmesEssential Skills:Previous experience delivering training, coaching, learning and development programmes, or facilitating workshopsExcellent presentation and communication skills with the confidence to engage audiences of varying experience levelsStrong knowledge of Microsoft PowerPoint and the ability to create professional, engaging and visually appealing training materialsGood understanding of adult learning principles and the importance of interactive learning techniquesAbility to adapt delivery styles to suit different learning preferences and experience levelsStrong organisational and planning skills with excellent attention to detailAbility to build positive working relationships with stakeholders at all levelsComfortable analysing performance trends and translating findings into effective learning solutionsExcellent verbal and written communication skillsPositive, proactive and enthusiastic approach, with a genuine passion for developing othersStrong facilitation and group management skillsAbility to work independently while managing multiple prioritiesDesirable SkillsExperience working within a contact centre, customer service, retention, sales or customer operations environmentExperience supporting onboarding programmes and new starter inductionsPrevious experience delivering product, compliance or soft skills trainingKnowledge of learning management systems and e-learning platformsA recognised coaching, training or learning and development qualificationBenefits Package:At Verisure, we value our team members and offer a comprehensive benefits package to enhance your experience:Enjoy your birthday off as a special treatOnsite coffee shop and canteenDiscounted gym and health club membershipsPrivate healthcare and MediCash cash planFreebies and discounts with PerkBoxEmployee referral programDiscounts on our alarm systemsCycle to Work schemeVerisure Career OpportunitiesA career with Verisure offers far more than just a job. We provide internal mobility, training and development, international pathways, and the tools to help you build new skills. We want our people to grow, thrive, and develop long-lasting careers with us.With over 35 years of experience, Verisure is recognised for category-creating marketing, sales excellence, innovative products, and a relentless focus on customer satisfaction. Our customers are among the most loyal in the industry, and our consistently strong retention rates speak to the exceptional service we deliver.Ready to take the next step and #BeVerisure? Send us your CV and we’ll be in touch!ALL APPLICANTS MUST COMPLETE A DBS CHECK — PROVIDED BY THE COMPANY IF SUCCESSFUL.