British Council
Trainer
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The Role
The Trainer builds frontline capability across customer service, sales, exams, and teaching support teams across the region to deliver high-quality customer experiences aligned with British Council standards. The role designs and evaluates effective training, onboarding, and development programmes, champions blended learning approaches, and collaborates with key stakeholders to strengthen compliance, employee engagement, service excellence, and business growth across multiple countries.
Accountabilities
Training Strategy & Design
- Develop and implement regional training programmes for customer service, sales, Exams, and teaching support staff.
- Ensure programmes align with global training frameworks while addressing local and regional priorities.
Collaboration with Quality Assurance
- Work in close partnership with Regional Quality Assurance Specialists to ensure training addresses performance gaps and audit findings.
- Integrate Voice of the Customer insights, compliance results, and quality data into training design.
Induction & Onboarding
- Lead the delivery of induction and onboarding programmes that reduce time to competence and embed British Council values.
- Ensure new staff are equipped with the knowledge, skills, and behaviours to deliver consistent customer experiences.
Capability Development
- Provide ongoing training to address skills gaps, product knowledge, compliance requirements, and service behaviours.
- Support continuous professional development through structured learning pathways and coaching.
Learning Methods & Innovation
- Champion blended learning approaches, using a mix of digital learning, coaching, and face-to-face delivery to reach diverse markets.
- Promote innovative training methods that increase engagement, retention, and effectiveness.
Manager Support & Coaching
- Equip Cluster and Team Managers with the tools and guidance to embed learning in daily operations.
- Provide coaching to managers on developing their teams’ capability and monitoring performance improvements.
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Evaluation & Impact Measurement
- Measure the effectiveness of training through feedback, KPIs, and post-training evaluations.
- Demonstrate clear links between training interventions, quality outcomes, and business results such as enrolments, retention, and customer satisfaction.
Compliance & Continuous Improvement
- Ensure all training programmes include safeguarding, financial, and data protection compliance.
- Contribute to a continuous improvement culture by adapting training based on quality assurance outcomes, customer needs, and organisational priorities.
Role specific knowledge and experience
Essential
- Demonstrated success in delivering induction, onboarding, and capability-building programmes across multiple customer channels (face-to-face, phone, email, chat, social media).
- Experience of working with managers and teams across multiple countries or markets to ensure consistent training delivery.
- Proven ability to conduct Training Needs Analysis (TNA) and translate findings into targeted, impactful learning interventions.
Desirable
- Confident in using digital learning platforms, e-learning tools, and virtual delivery methods to reach dispersed teams.
- Coaching and mentoring staff and managers to embed learning and build long-term capability.
Role Specific Skills
- Planning – Organises training schedules, resources, and delivery plans across multiple countries, balancing regional and global priorities.
- Training Delivery – Designs and delivers engaging learning sessions across multiple formats (face-to-face, virtual, blended).
- Facilitation – Creates interactive, learner-focused environments that encourage participation and skill application.
- Coaching & Mentoring – Provides structured coaching to individuals and managers to embed skills and behaviours.
- Training Needs Analysis (TNA) – Identifies knowledge and capability gaps through data, audits, and stakeholder input.
- Curriculum & Content Design – Develops training materials tailored to customer service, sales, Exams, and teaching support contexts.
- Evaluation & Impact Assessment – Measures training effectiveness and links outcomes to quality assurance findings and business results.
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Language Requirements
The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.
Important Information
Application Deadline
Applications will close at 23:59 IST/19:29 UK time on Thursday, 30 July 2026
Employment Conditions
- Business unit: English & Exams
- Department: Operational Delivery
- Pay Band: 7
- Country/Location: London, Belfast, Cardiff, Edinburgh | UK (Hybrid)
- Contract Hours: Full time - 36 hours per week, Monday to Friday
- Contract Type: Indefinite Contract (Permanent)
- Starting Salary: £30,839 per annum
Benefits for the UK
- 32 days annual leave, in addition to public holidays
- 3 days volunteering leave
- Career average defined benefit pension scheme
- An unrivalled opportunity for you to get to use all the experience you’ve built up working in and/or leading global organisations to support us in building trust across the world.
Requirements
Please note that candidates must have the pre-existing, legal right to work in UK. Mobility / relocation / visa sponsoring support will not be provided.
Working Arrangements
British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.
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