Job Overview
This hands-on Customer Support Trainer role is responsible for developing the knowledge, capability and confidence of customer operations colleagues across both customer-facing and back-office functions. Working across B2B and B2C environments, you will design and deliver engaging onboarding programmes, provide ongoing coaching and development, and ensure our teams have access to accurate, up-to-date information that enables them to deliver exceptional customer experiences.
Reporting to the Head of Customer Operations, you will take ownership of training, quality assurance and knowledge management across the department. Working closely with operational leaders and key stakeholders, you will continuously review customer insight, quality outcomes and operational processes to identify opportunities for improvement and ensure our people, documentation and ways of working evolve alongside the business.
You will act as a subject matter expert and escalation point, providing guidance and support to colleagues while fostering a culture of continuous learning, development and operational excellence.
Key Duties and Responsibilities
- Design, coordinate and deliver engaging onboarding programmes for new starters, both individually and in group training environments.
- Develop and deliver training programmes covering systems, products, processes and customer service excellence.
- Coach and support both new and existing colleagues through structured development plans and ongoing performance coaching.
- Deliver refresher training and upskilling initiatives to improve capability across the department.
- Carry out quality monitoring across customer interactions, providing clear, constructive feedback and identifying coaching opportunities.
- Work alongside Team Leaders to identify performance trends and develop targeted coaching interventions.
- Maintain and continuously improve internal knowledge articles, process documentation and training materials.
- Build strong relationships with stakeholders across the business to ensure all customer and operational documentation remains accurate and current.
- Review Trustpilot feedback, customer complaints and other customer insight to identify recurring themes and recommend service improvements.
- Support the development of operational processes that remove customer pain points and improve customer experience.
- Produce regular insight reporting into quality performance, customer feedback and training activity completed.
- Keep an up to date training and support log completed across all team members which forms as part of your regular reporting into the Head of Customer Operation, along with any development trends identified
Knowledge, Skills and Experience Required
Experience
- Previous experience within a Customer Service, Contact Centre or Customer Operations environment is essential.
- Proven experience delivering training, coaching or learning programmes.
- Experience carrying out quality monitoring and providing structured performance feedback.
- Experience creating or maintaining knowledge base articles, training documentation or process guides.
- Experience working with customer insight, complaints or customer feedback to drive service improvements would be advantageous.
Skills & Capabilities
- Outstanding presentation and facilitation skills with the ability to engage learners at all levels.
- Excellent coaching and mentoring skills.
- Strong written communication skills with the ability to produce clear documentation and learning materials.
- Highly organised with excellent planning and prioritisation skills.
- Strong stakeholder management and relationship-building skills.
- Analytical mindset with the ability to identify trends and improvement opportunities.
- Confident using Microsoft Office and internal business systems.
- Passionate about developing others and improving customer outcomes.
- Positive, adaptable and proactive approach to problem solving.
- Excellent attention to detail.
Life Working at Mi Hub - What we can offer you!
Our people are at the heart of our business. At Mi Hub, we know how hard our people work to achieve our business goals and keep our customers at the heart of our work.
- Mi Time Policy (after full training is completed) – minimum 3 days in the office and flexi your time and building up an extra half days annual leave per month. Also, grab a free tea and coffees whenever you are in the office!
- Annual leave - 25 days holiday plus Bank Holidays increasing to 27 days plus bank holidays when you get to 5 years’ service. If this isn’t enough, we provide the ability once a year for employee to buy extra annual leave.
- 3x death in service life insurance scheme should the worst happen in your employment with us.
- Celebrating Service, we offer long service awards to celebrate continued employment.
- EAP covering support for mental health and well-being.
- Employee Engagement (survey or Mi Forum) – We care for your opinions.
- Social calendar driven by our desire to raise funds for local and national charities, supporting a number each year.
- We take huge pride in our ESG policy which includes our impact on the environment and ensuring our company is ‘a great place to work’.
- Career progression accessible with our bronze, silver and gold banding.
Mi Hub is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
Mi Hub will keep your details for 13 months in accordance with our privacy policy, in case any other roles crop up that we think you'd be suitable for. If you'd like us to remove your details at any point, please contact the recruitment team on recruitment @mi-hub.co.uk
Mi Hub operates a Preferred Supplier List for recruitment agencies and only accept candidate introductions from agencies we have specifically engaged in writing for a particular role. Any unsolicited CVs or contact from agencies not formally instructed on the role, will not be recognised and no fees will be payable. Should we engage with a candidate whose details were submitted speculatively in this manner, it will not constitute acceptance of terms, and no agency fees will be owed.
Job Types: Full-time, Permanent
Benefits:
- Bereavement leave
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Flexitime
- Free parking
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay
Application question(s):
- Can you reliably travel to the office location (Castle Donington) at least 3 times per week?
Experience:
- Customer Service/Contact Centre Team Leader: 1 year (required)
- Staff training: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Derby DE74 2UG
