Learning and Development Trainer

Learning and Development Trainer

 On Application
 Bristol, England
 13 Feb 2018
 Oak Tree Mobility
Job Detail


The Customer Service Learning and Development Trainer will be responsible for assuring that the customer's experience with Oak Tree Mobility is 100% enjoyable. This role plays an effective role in driving excellence in the customer service journey through monitoring and coaching of agents to achieve the highest level of customer service possible. They will work closely with the leadership team, agents, trainers, supervisors, managers, general manager as well as other personnel to help the agents improve their customer service skills while monitoring upwards of 25 – 28 calls per day. This role will develop briefings, work with the various lines of business to communicate promotions to increase customer satisfaction by identifying trends and knowledge gaps on the call centre floor. This role will also play a vital role in assisting supervisors in responding to agent questions and offer outstanding Customer Service to all customer enquiries and needs while reviewing and completing Quality Monitoring forms and guidelines with all agents.

The company has a well-established internal structure and the successful candidate will become an integral member of the most successful direct sales force in the country. This is a genuine opportunity for the right person to make a positive impact in the business.

Dealing with the elderly and vulnerable demands patience and understanding so the successful applicant must ensure our service is delivered with empathy and integrity to uphold the exacting standards of Oak Tree Mobility’s core values.

Hours are Monday to Friday 9am-5pm


  • Monitoring and Coaching of all customer service agents across multiple teams and products
  • Identify and analyse trends of training and development within the customer service department whilst utilising various forms of data
  • Create and provide general, standardised and customised training to all employees including new hire, refresher and just in time training on minor enhancements.
  • Maintain records, reports and other documentation of quality and phone trends and activities.
  • Assist operations management with training needs, coordinating enhancements or needs assessment including independent proactive identification of issues and opportunities.
  • Other call coaching related duties as assigned
  • Facilitate internal training programs to all audiences.
  • Conduct organisational, performance, and process analyses.
  • Collaborate with relevant stakeholders to determine performance improvement priorities and develop a strategy for addressing customer and corporate needs.
  • Formulate and recommend performance improvement solutions, competency models, change management strategies, and engagement strategies services/solutions.
  • Partner with appropriate Support Centre team members in the design, development, management, execution and monitoring/evaluation of change management strategies.
  • Lead and manage multiple projects, trainers/resources based on call monitoring trends
  • Create comprehensive communication plans to assist in the roll-out of corporate initiatives, change management efforts, and solution implementation


  • Genuine passion for teaching others to succeed


  • Experience of the mobility sector
  • A self-disciplined and firm but fair approach
  • Sociable and amicable
  • 5+ years Call Centre experience
  • 2+ years Quality Assurance/Call Monitor or coaching experience


Oak Tree Mobility Ltd is the market leader in the supply of motion furniture, namely; rise and recline chairs and adjustable beds, stair lifts and other equipment into the grey and disability market via a large direct sales force operating throughout the UK.

Direct Sales conducted in a consumer’s home is a niche but growing market place where the company has enjoyed year on year growth. Oak Tree Mobility employs almost 150 people, 43 field based sales professionals in its chairs and beds division and a further 90 staff in the centrally located Bristol head office, to provide high quality customer service and installations.

Rapid growth and the continuing ambition of the business owners and shareholders has given rise to new requirements that demand a highly motivated, highly ambitious and results orientated Learning and Development Trainer to assist Oak Tree Mobility Ltd realise their ambitious plans.

Based at Oak Tree’s prestigious city centre head office and reporting directly to the board of Directors, this exciting new vacancy exists for an equally ambitious and highly motivated, results driven team player.

Remuneration: £22,000 - £25,000 + Bonus scheme