Mars Recruitment is partnering with a leading purpose-driven organisation to recruit a Training Specialist for their Client Services team. This is a newly created role within a dynamic, close-knit contact centre environment.

In this role, you will be responsible for knowledge management, training, and quality assurance across the contact centre. You will ensure team members have access to up-to-date resources, receive effective induction and ongoing training, and consistently deliver exceptional customer experiences.

Key Responsibilities:

• Own and maintain the organisation's Knowledge Management System, keeping content accurate, clear, and compliant.
• Develop, deliver, and maintain induction and ongoing training programs for contact centre employees.
• Conduct quality monitoring of customer interactions, identify trends, and provide actionable insights.
• Collaborate with subject-matter experts and leadership to address capability gaps and maintain a skills matrix.
• Identify opportunities for process improvements, knowledge accessibility, and team upskilling.
• Support operational activities, planning sessions, and team initiatives to improve performance and customer outcomes.

Experience & Qualifications:

• Minimum 2 years in a contact centre, training, or knowledge management role in the financial services industry.
• Experience developing training content, facilitating learning, and supporting team capability.
• Familiarity with quality monitoring frameworks.
• Experience with KMS platforms, Salesforce, or telephony systems is desirable.
• Strong written and verbal communication skills with an ability to simplify complex information.
• Experienced in knowledge management, training delivery, and quality monitoring.
• Customer-centric, passionate about supporting team success, and fostering continuous improvement.