Operations Trainer - Utilities Contact Centre

About the role

The Operations Trainer will design and deliver product and technical training for the Utilities Contact Centre team. You will ensure agents and operational staff have the knowledge and skills required to meet performance targets and deliver excellent customer service.

Key responsibilities

• Conduct new‑starter, refresher, up‑skilling and cross‑skilling sessions, including knowledge checks and assessments.
• Provide daily support to trainees and manage group administration.
• Support nesting and business‑as‑usual activities while conducting training‑needs analysis.
• Deliver assessments, offer remedial coaching, and ensure re‑assessment where needed.
• Maintain learner records in line with Ucademy requirements, complete annual training reports, attendance registers and update the operational skills matrix.

Required profile

• High proficiency in delivering impactful training and facilitation.
• Strong planning, organizing and time‑management abilities.
• Excellent communication and interpersonal skills.

Required skills

What we offer

• Clear career path with coaching, mentoring and professional development.
• Engaging culture focused on performance, employee experience and community impact.