Job Description

Training Specialist - Newcastle, NE12 8BU

Salary: £30,000 per annum + Bonus based on performance

Working Hours: 37.5 hours per week

Shift Pattern: Monday to Friday, rotating between 9:00am - 5:30pm and 9:30am - 6:00pm

Holidays: 29 days’ annual leave including bank holidays, increasing to 31 days after 1 years' service

We are currently hiring Training Specialists to join our dynamic team in Newcastle! Based on the structure and style of Call Quality Specialist v1, this role is focused on developing colleagues and supporting operational excellence.

We are looking for a passionate and engaging Training Specialist who thrives on developing others and creating impactful learning experiences. The successful candidate will play a key role in onboarding new colleagues, delivering refresher and product training, and supporting the continuous development of our Retentions, Upselling, and Move/Take Over teams. This is a highly visible role that combines classroom delivery, content creation, stakeholder engagement, and operational collaboration to drive performance and customer experience.

Verisure is the leading European provider of professionally monitored security systems with 24/7 response services. We protect over 5.1 million families and small businesses across 17 countries in Europe and Latin America. Our mission is to provide our customers peace of mind by protecting what matters most to them.

Role Responsibilities:

Training Delivery & Content Development

• Delivering engaging induction training programmes for new starters across the Retentions, Upselling and Move/Take Over teams
• Facilitating refresher training sessions to reinforce performance, compliance and customer experience standards
• Designing and delivering training for new products, services, systems and business processes
• Creating and delivering soft skills training, including communication, objection handling, negotiation and customer engagement techniques
• Developing, reviewing and updating training materials, presentations, guides and supporting documentation
• Utilising PowerPoint and other learning tools to create interactive and engaging training experiences
• Monitoring learner progress and assessing training effectiveness through observations, feedback and performance metrics
• Collaborating with operational leaders to identify knowledge gaps and training opportunities
• Supporting the implementation of new initiatives through targeted learning interventions
• Evaluating training outcomes and making recommendations for continuous improvement
• Supporting the development of learning pathways and development plans for colleagues across the operation

Operational Engagement & Continuous Improvement

When not delivering training, the Training Specialist will remain closely connected to the operation to ensure all learning remains relevant, effective and aligned with current business needs by:

• Handling customer calls across the Retentions, Upselling and Move/Take Over teams to maintain operational knowledge and credibility
• Staying close to day-to-day operations to understand customer behaviours, challenges and emerging trends
• Working alongside frontline teams and managers to identify performance gaps and development opportunities
• Spending time within operational teams to observe processes, understand new initiatives and gather insights
• Partnering with Team Managers, Quality Specialists and Operational Leaders to develop targeted training solutions
• Providing coaching and floor support where required to reinforce learning and improve performance
• Continuously reviewing and enhancing training content based on operational feedback and business requirements
• Ensuring all training materials remain aligned with customer expectations, compliance requirements and operational best practice
• Occasionally shadowing recruitment interviews to gain insight into new starter capability, support alignment between hiring and training requirements, and help shape onboarding and development programmes

Essential Skills:

• Previous experience delivering training, coaching, learning and development programmes, or facilitating workshops
• Excellent presentation and communication skills with the confidence to engage audiences of varying experience levels
• Strong knowledge of Microsoft PowerPoint and the ability to create professional, engaging and visually appealing training materials
• Good understanding of adult learning principles and the importance of interactive learning techniques
• Ability to adapt delivery styles to suit different learning preferences and experience levels
• Strong organisational and planning skills with excellent attention to detail
• Ability to build positive working relationships with stakeholders at all levels
• Comfortable analysing performance trends and translating findings into effective learning solutions
• Excellent verbal and written communication skills
• Positive, proactive and enthusiastic approach, with a genuine passion for developing others
• Strong facilitation and group management skills
• Ability to work independently while managing multiple priorities

Desirable Skills

• Experience working within a contact centre, customer service, retention, sales or customer operations environment
• Experience supporting onboarding programmes and new starter inductions
• Previous experience delivering product, compliance or soft skills training
• Knowledge of learning management systems and e-learning platforms
• A recognised coaching, training or learning and development qualification

Benefits Package:

At Verisure, we value our team members and offer a comprehensive benefits package to enhance your experience:

• Enjoy your birthday off as a special treat
• Onsite coffee shop and canteen
• Discounted gym and health club memberships
• Private healthcare and MediCash cash plan
• Freebies and discounts with PerkBox
• Employee referral program
• Discounts on our alarm systems
• Cycle to Work scheme

Verisure Career Opportunities

A career with Verisure offers far more than just a job. We provide internal mobility, training and development, international pathways, and the tools to help you build new skills. We want our people to grow, thrive, and develop long‑lasting careers with us.

With over 35 years of experience, Verisure is recognised for category‑creating marketing, sales excellence, innovative products, and a relentless focus on customer satisfaction. Our customers are among the most loyal in the industry, and our consistently strong retention rates speak to the exceptional service we deliver.

Ready to take the next step and #BeVerisure? Send us your CV and we’ll be in touch!

ALL APPLICANTS MUST COMPLETE A DBS CHECK — PROVIDED BY THE COMPANY IF SUCCESSFUL.