The newly created role of Contact Centre Trainer will join the Harrods Customer Service Contact Centre team to help us on our journey to delivering memorable and world class service. A vital role where the trainer will help our Contact Centre colleagues to develop their operational skills enabling them to fulfil their potential. 

About us

The role is demanding and busy – within a super fun team. We’re all about becoming truly customer obsessed in a supportive and enabling environment.  Customers expect the best from Harrods, and we want to ensure everyone is set up for success. The trainer will have the opportunity to shape our approach to upskilling and building confidence in the team.

About you

With a strong experience of training, design, delivery, and evaluation within a contact centre environment, the trainer will be comfortable using a mix of existing materials as well as developing their own new content to ensure the best operational learning experience for our advisors. You’ll also have strong behavioural and systems skills training ability to identify different learning styles and being able to tailor material to those different learning styles.

More specifically we’re looking for someone with:

• Strong communication and management skills
• Excellent coaching ability to demonstrate experience of developing others
• Knowledge of current effective learning and development methods
• Ability to build rapport with employees
• Assertive by nature with the ability to multitask and manage own workload working to deadlines
• A strong people focus and excellent relationship management skills, along with the capability and perseverance required to achieve the required outcomes with both external and internal department stakeholders
• Sound analytical and problem-solving abilities, backed by a good degree of IT/PC literacy particularly in the use and manipulation of PowerPoint applications
• A commitment to continuous improvement, showing flexibility and a willingness to undertake multiple projects whilst ensuring the best results
• Ability to set and achieve business goals

Our promise to you

At Harrods, you’ll find strong department support and a clear path for progression and personal development. If you are looking for a career in customer services, we offer excellent opportunities to widen your experience across our business areas.

Our benefits package includes up to 33% in-store discount (50% for work wear), 25 days’ annual leave, rising to 27 days, additional birthday off, season ticket loan, full access to our corporate health service and corporate discount for gym membership, restaurants, hotels and more.

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart.  We celebrate and invite applications from all cultures, backgrounds, tastes and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or Instagram.