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Salary: £33-37k
Location: Reigate 
Team: Training (Customer Experience)
Job Type: Full Time 
Direct Report: Training Manager/Head of Training

About Us 

Infinity is an advanced analytics and call tracking service. Since our launch in 2010, we’ve established ourselves as a market leader with an innovative and exciting product attracting a number of well-known brands.
With annual revenues £7m+ and significantly growing, the firm is already hugely profitable with 800+ clients and employs 70+ people across London, Reigate, Baltimore & California USA and Spain. We see a huge potential in the cloud contact centre market and the convergence of the requirements of marketing, sales, service/support and operational teams.
We are obsessed with cutting-edge technology and continuously finding ways to make our products even better. Success is part of our culture, we promote passion, team-working and fun! Our people share our company values (Impact, Working Smart and Daring/Fun/Positive Energy) which translates into our clients’ experience.


About the  job

We are looking for a Trainer to join us in our expanding Training Team.  

The Infinity Trainer will support in the planning, coordination and delivery of both internal and customer training programmes. Day to day tasks will involve working closely with Customer Success Managers to ensure that the correct training is scoped and delivered for key customers, as well as supporting the Customer Experience Team as a whole in driving excellence to our customers through continually improving training we deliver. The Trainer will be responsible for understanding clients’ specific training requirements, developing and organising training materials and collateral, booking training sessions with clients and attending calls and meetings alone or with other departments. You will also support in the induction training of new starters joining the business and help them to understand our product and core features.

We will invest heavily in supporting you to become a product expert and full product and technical training will be provided in order to help you to build strong relationships with customers and colleagues at all levels, demonstrate excellent written and verbal communication and be confident in providing explanations to technical product questions.  They will also be able to explain complex product features and provide context to training materials and sessions by showing an understanding of the client’s wider commercial and marketing objectives. 

Key Responsibilities

  • Deliver engaging online and instructor led training as part of the training offering including platform overviews, product deep dives and topic specific/technical sessions ensuring that client progress during the session is assessed and recorded 
  • Work with Customer Success Managers to conduct training needs analysis with new and existing clients and ensure that training is carried out in a timely manner
  • Ensure that all relevant training data is recorded in Salesforce both pre and post training
  • Use written and verbal feedback to structure and improve session content and agendas
  • Oversee the day to day running of the training calendar to ensure that training sessions, webinars and client meetings are booked in and that relevant stakeholders are invited to sessions, this will include ensuring that rooms are booked in London Court and client offices where appropriate
  • Work with HR to support and develop the internal training programme including the planning and delivery of induction
  • Be instrumental in the management and ongoing maintenance of The Campus and online training content including reviewing/updating content and videos where necessary on an ongoing basis
  • Keep up to date with product and package updates to ensure that these are correctly communicated to clients
  • Be committed to your own personal development and engage with internal training in order to build experience in and demonstrate progress in training delivery, presentation skills, use of language and questioning etc
  • Keep all internal customer and document management systems up to date and ensure all daily activity is captured and recorded correctly, in-line with departmental processes. Suggest improvements where applicable and encourage a positive adoption of new processes to newer members of the team 
  • Attend offsite face-to-face meetings and training sessions where required to help assist The Training Manager/Head of Training and take onboard any operational actions for the customer. Always ensure full and comprehensive notes have been taken and documented within Infinity internal systems 


Essential Skills

  • Ability to express their ideas clearly and coherently in instructor led training sessions 
  • Confidence speaking publicly both online and in face to face scenarios 
  • Communication skills, both written and verbal 
  • Time management and prioritisation skills  
  • Acute attention to detail  
  • Ability to use own initiative and be self-motivated  

About the Person

  • 3+ years experience in either professional training or teaching 
  • Experience writing training content and assessment materials  
  • Experience in identifying and maintaining progress through training 
  • Proactive in keeping knowledge and skills up to date including a good understanding of the call tracking and digital marketing landscape
  • Whilst experience of having delivered training within a SaaS business is  preferable, it is not essential as the role will include comprehensive product training 
  • Excellent organisation and time management skills 
  • A valued team member who upholds Infinity values and professional integrity 
  • Experience with using Salesforce or other CRM systems 
  • Degree level education in Marketing or Business Studies would be advantageous 
  • Experience with MS Teams is preferred

Benefits you will enjoy

  • 22 days holiday (increasing to 23 after 1 years’ service, and 24 after 2 years’ service)
  • Private family healthcare
  • Auto Enrolment pension savings 
  • Life Assurance x 4 salary
  • Ride2Work Scheme
  • Business handset (If required) 
  • Breakfast club 
  • Flexible working 

We usually respond within three days

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RH2 9AQ Reigate Directions View page

The Perks!

  • Health & Family

    Private Healthcare, EAP, Life Assurance (4x Salary)

  • Learning & Development

    Full product training, general training and other L&D opportunities

  • Team Building

    Monthly or quarterly events, team trips, and Friday beers

  • Socials

    Summer and Christmas parties, and frequent gatherings

  • Free Refreshments

    Breakfast Club, fruit, snacks, and celebratory pizza deliveries

  • Communication

    Monthly company updates

Why work for us?

We have a welcoming culture which will make you feel at home from your first day. Your assigned buddy will be with you throughout your journey. Our vibe is fun mixed with passion and dedication, we truly are a work hard, play hard team.

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