Customer Experience Trainer

This is an exciting opportunity to bring your passion and learning expertise to life by engaging, inspiring and developing colleagues across the business. You’ll play a key role in sharing knowledge in critical areas that underpin the delivery of excellent customer service.

In this role, you will design and deliver high-quality learning solutions, ensuring our people are confident, capable and equipped to fulfil their role requirements. Your work will directly enable our teams to deliver outstanding service in a fast-paced contact centre environment.

What you’ll be doing as a Customer Experience Trainer

Work as part of a Training team to deliver best-in-class learning and development solutions to our colleagues, including both technical and soft skills.
Support the design of learning content to deliver inductions, bridge skill gaps and develop talent.
Deliver learning using a range of techniques including structured classroom delivery, facilitation, coaching, mentoring, video, audio, and online tools.
The ability to provide constructive, timely feedback to improve performance, including behaviours.
Have experience working within a customer-led environment with constantly changing priorities.
Strong knowledge of Learning and Development principles and practices.
Excellent communicator with a passion to share your knowledge with others.
Support and steer the design and development of learning content to deliver inductions, bridge skill gaps and develop talent.
Develop great working partnerships with other support areas, planning and quality to deliver fit-for-purpose solutions that drive performance improvement.
Manage the skills development and performance of new agents during induction and up-skilling of existing staff, working effectively in partnership with Team Managers.
Base

Location:

Hybrid – Reading /Swindon with travel required

Working Pattern or hours: 36 hours

What you should bring to the role
To thrive in this role, the essential criteria you’ll need are:
Good knowledge of Learning & Development within a customer-led environment and understanding the importance of Learner Experience to our desired customers
Ability to provide constructive, timely feedback to improve performance, including behaviours
Strong stakeholder management skills

Experience of working with constantly changing priorities is essential, as is your ability to be flexible to the needs of the business and learner alike
To be successful in this role, you will need to be an excellent communicator with a passion to share your knowledge with others
What’s in it for you?

Competitive salary up to £50,000 per annum, depending on experience
Annual Leave - 26 days holiday per year increasing to 28 with the length of service (plus bank holidays)
Performance-related pay plan directly linked to company performance measures and targets
Generous Pension Scheme through AON
Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.
Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job, and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world…