Customer Service Training Lead (12‑month contract)

About the role

Silverchain is looking for a Customer Service Training Lead to join its National Contact Centre. In this 12‑month fixed‑term role you will drive service excellence by building team capability through training, coaching, quality assurance and continuous improvement initiatives.

Key responsibilities

• Deliver real‑time operational support to Customer Service Representatives.
• Develop, maintain and deliver training and onboarding programmes.
• Coach, mentor and provide constructive feedback to team members.
• Monitor quality standards and implement improvement actions.
• Identify knowledge gaps and create practical solutions.

Required profile

• Proven experience as a high‑performing Customer Service Representative or similar contact‑centre role.
• Demonstrated ability to train, coach or mentor staff.
• Experience supporting onboarding of new employees.
• Strong communication, facilitation and attention‑to‑detail.
• Empathetic, solution‑focused and resilient attitude.

Required skills

• Experience with CRM systems; Salesforce experience is advantageous.

What we offer

• 12‑month full‑time fixed‑term contract.
• Hybrid work model – 2 days onsite, 3 days remote after training.
• Initial 2‑4 week training period at the Bella Vista office.
• Opportunity to develop expertise in training and coaching within a national contact centre.