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.

Requirements

Develops and implements training programs for new and existing team members
Ensures that team members have sound product knowledge, have clear customer processes, and customer service protocols
Provide 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 and implement 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 standardised training templates and resources for consistent delivery
Creates reports on training activities and results for management review
Assisting in the recruitment and onboarding of new customer experience team members
Maintains a positive learning environment and promote 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 organisations
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 on-going learning and development with our online learning platform
Opportunity for career progression
Free onsite parking
Life Assurance

Culligan UK

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Customer Experience Trainer