Contact Centre Trainer and Reporting Supervisor

Job summary

Duties of a Trainer & Reporting Supervisor include facilitating engaging classes, identifying areas of improvement and opportunities for the learner, evaluating skills and attending to the learner's challenges, organising training materials and scheduling training sessions, and submitting timely reports to the management on progress. It will be a requirement to perform Supervisor duties such as Call Quality checks, supervisions and any other supervisor duties as required. This role requires participation in an on-call rota.

This is a full time post. Hours will be rota based over a 24/7 service.

INTERVIEWS WILL BE HELD W/C 11TH MAY 2026.

INTERVIEWS WILL INCLUDE A PRESENTATION.

Main duties of the job

To uphold the Trusts commitment to customer service and immediate access as its priority.

To assist the Contact Centre Manager in the operation of front-line customer service in all areas of the Cisco Finesse Contact Centre System as well as Service desk systems including Hornbill.

The post holder will be required to work from a base at least 50% of the working week and be able to also work flexible hours incl out of hours and weekends in order to meet the demands of the role.

You will educate all staff to effectively utilise the telephony technology in line with departmental ever changing policies and procedures which may directly, and fundamentally, alter their existing roles in a rapidly changing environment.

This can result in staff feeling insecure within the organisation and within their role.

The challenge is to influence their attitude toward Digital in a positive way and support them successfully through the changes.

About us

Valuing you. Recognising your dedication. At EPUT, we look after you.

• Receive supervision and support to help you fulfil your potential.
• Join an inclusive EPUT community and connect with others through engagement events and equality or champion networks.
• If you need help, we provide mental health and wellbeing services, occupational health advice and counselling.
• We run recognition awards to recognise staff's hard work and dedication.

Benefits

• 27 days holiday, plus bank holidays, rising to 33 days after 10 years' service.
• Excellent pension of up to14.5% of your pensionable pay.
• Staff discounts include Blue Light Card, NHS discount offers, and staff benefits.
• £8K relocation package if you move to Essex to join us
• Season ticket loans are interest-free to cover the cost of travelling to and from work via tram, rail, or bus.

Work that wraps around your needs

• Flexible working: available from day one for most roles.
• Job share: Applications for job shares are welcomed.