Customer Experience Trainer

The role of Customer Experience Trainer is essential in elevating the performance of our customer experience team. You'll be responsible for delivering high-quality training programs that bolster their skills, expand their knowledge, and boost overall performance. You will take ownership of monitoring the effectiveness of current programs and making the necessary adjustments to ensure team members are well-equipped to manage customer interactions effectively. Your efforts will contribute significantly to fostering a genuinely customer-centric culture that thrives on continuous learning and improvement.

This position offers a unique opportunity to work closely with our Head of Customer Experience Operational Development, where you will share your expertise in employee development and training within our vibrant Customer Experience team.

Responsibilities:

• Develops and implements training programs for new and existing team members
• Ensures that team members have sound product knowledge, clear customer processes, and customer service protocols
• Provides ongoing coaching and support to team members to ensure they meet and exceed performance standards.
• Conducts training needs assessments to identify skill gaps and areas for improvement and implements additional training methods as necessary
• Collaborates with the Customer Experience leadership team to tailor training programs to address identified needs
• Develops and facilitates workshops on soft skills, product knowledge, and other customer experience topics
• Monitors calls and provides constructive feedback to improve performance
• Conducts role-play sessions to simulate real-time customer interactions
• Evaluates the effectiveness of training programs and modifies them as necessary
• Keeps abreast of the latest contact centre technologies, best practices, and trends to ensure the training material is current and relevant
• Develops standardized training templates and resources for consistent delivery
• Creates reports on training activities and results for management review
• Assists in the recruitment and onboarding of new customer experience team members
• Maintains a positive learning environment and promotes a company culture of continuous learning and improvement

We are looking for:

• Proven experience as a Contact Centre Trainer, Customer Service Trainer, or similar role
• Strong communication, interpersonal, presentation, and facilitation skills.
• Proven experience with e-learning and virtual training platforms and practices
• Ability to handle multiple projects and meet deadlines in a fast-paced environment.
• Experience in B2B Customer Markets
• Experience in customer-focused matrix organizations
• Desirable: Certification in Training and Development (e.g., CPTD, ATD).

Benefits:

• 23 days' holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to ongoing learning and development with our online learning platform
• Opportunity for career progression
• Free onsite parking
• Life Assurance