**Job Description:** We are seeking a dynamic and experienced **Customer Care Trainer** to lead the development and delivery of training programs that elevate the performance of our internal teams and BPO partners. This role is pivotal in maintaining high-quality service standards across **reservations, chats, and customer care cases** , with a strong focus on **First Contact resolution (FCR)** and **Net Promoter Score (NPS)** improvement. **What You’ll Do:** **Training Development & Maintenance** + Own and continuously update all training materials, SOPs, and knowledge base content to ensure accuracy and relevance. + Design and deliver engaging onboarding and upskilling programs for new and existing team members. **BPO Oversight & Quality Assurance** + Conduct regular audits of BPO performance, ensuring adherence to quality standards and SOPs. + Collaborate with BPO trainers to implement a consistent “Train the Trainer” model. **Performance Coaching & Multiskilling** + Provide coaching and feedback to agents and team leads to drive individual and team performance. + Develop and implement multiskilling initiatives to enhance operational flexibility and efficiency. **Process Improvement & NPS Focus** + Identify and address process gaps that impact customer satisfaction and FCH. + Partner with cross-functional teams to design and implement customer-centric process improvements. **Reporting & Insights** + Track training effectiveness and quality metrics, providing actionable insights to stakeholders. + Support the Quality and Customer Experience teams with data-driven recommendations. **What We’re Looking For:** + Experience in process improvement methodologies (e.g., Lean, Six Sigma). + Familiarity with NPS and FCH metrics and their impact on customer experience. + Background in hospitality, travel, or service industries is a plus. + Proven experience in **customer care training** , preferably in a **multichannel environment** (voice, chat, email). + Strong background in **coaching, quality assurance** , and **performance management** . + Experience working with or managing **BPO partners** . + Excellent communication, facilitation, and interpersonal skills. + Ability to manage multiple priorities and adapt to a fast-paced environment. + Proficiency in using LMS platforms, QA tools, and CRM systems. **What You’ll Get:** + Employee Friends & Family rental discount (40% discount for employee & partner; 30% discount for up to 8 additional family/friends). + Hybrid/flexible working arrangements. + 22 days holidays on hire rising to 27 days with service. + Occupational Pension Scheme with up to 5% company matched contribution. + Life Cover payable at 4 times base salary. + Profit Share Scheme. + Tuition support plus access to compressive online learning platform. + 10 days paid study leave & paid exam leave where exams fall during work hours. + Income protection for long term illness. + Professional membership fees paid in full annually where membership relates directly to role. + Bike to Work & Travel Pass schemes. + Employee Assistance Programme for employees and family. + Occupational Health support. + Christmas savings scheme.