About The Role

Customer Trainer

37 Hours

Permanent

Salary – £26,680 – £33,350 Depending On Experience

Location Lowestoft, Suffolk/Homeworking

About The Role

We’ve a great opportunity available for someone to become a Customer Trainer who will work in collaboration with the Knowledge Manager to design, maintain and deliver learning experiences that build ability, demonstrating high quality of service, and excellent customer experiences.

We’re looking for you to understand the training cycle from training needs analysis to evaluation and understand the role you play within this, along with quantifying assessment of learning and using this to improve and enhance the learning experience. You’ll need to develop a good understanding of services and expectations offered to customers, key business objectives, regulatory requirements and directorate improvement plans to ensure training can be delivered in a way that is relevant to the audience and tailored, where required, to specific area needs.

You’ll be designing and creating practical and engaging training materials/session notes that are adaptable to individuals and group learning, and which can be either classroom sessions or virtual training. We’re looking for you to deliver and facilitate interactive training sessions that maximise the learning experience and have a blend of compliance, technical and soft skills training, in such a manner that messages are recognised, understood and retained. Ensuring all technical training has a clear link back to how we provide an Unrivalled Customer Experience and deliver the principles of KPMG six pillars of Customer Service.

We’re looking for you to provide an agreed level of on-the-floor support (both in person and virtually), with in–the-moment coaching and mentoring, whilst developing ability post-induction. You’ll also be working directly with team managers, providing a clear hand-over summary to ensure there are no gaps and people are fully supported in their learning journeys.

The successful candidate will have a specific focus on the creation and delivery of training for the Smart Transformation Programme across the Customer Directorate and to wider partners as well. Smart meters are an important part of our plan to protect water supplies for now and for future generations, to keep water flowing for everyone, so you will play a crucial part in this.

About You

In this exciting role we’re looking for you to have proven and successful track record and recent practical experience in developing individuals in both 121 and group situations, utilising a range of methods, along with ideally proven experience of delivering soft skills, emotional intelligence training.

We’re looking for you to have a competent level of technical training to ensure credibility in training discussions e.g. CC&B, CEP, OFS, Maximo, Customer Journeys or soft skills, along with approaching training and development strategically, delivering high quality effective training that delivers the desirable return on investment and is cost effective. Ideally, you’ll have existing knowledge of the processes of the Customer Operations teams and their ways of working or a willingness to achieve this.

You’ll have proven skills in training development, along with strong literacy skills to produce engaging materials and presentations across a number of mediums and channels. We’re looking for you to have proven presentation/facilitation skills to engage a range of audiences, with the ability to think on your feet to turn challenges and questions into positive opportunities for constructive discussion.

We’re looking for you to have experience of actively listening to the room, asking the right questions, and reading the audiences to tailor facilitation style to drive energy into the room, probe further where appropriate and drive successful outcomes. You’ll also be able to understand the needs of a learner, different learning styles and objectively assess learning, skill and competence providing constructive feedback with guided coaching and mentoring.

Technology will play a big part in this role, so you need to be someone who is comfortable with learning and training others in new and existing technologies. It would be great if you had experience of Zoom call recording, Teams hosting and be an experienced user of knowledge management and quality toolkits.

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.

Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.

We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.

Please note this role may require a DBS to be completed prior to employment

NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.

About Us

Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.

We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply

NWG At a Glance:

Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.

We do this by providing reliable and affordable water and wastewater services for our customers.

We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.

Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.

Our Benefits

We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:

Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
Company pension scheme, where we’ll double match your contributions up to an employer contribution of 10%.
Free access to local attractions.
A fantastic discount scheme, with savings on days out, shopping, travel and more.
Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.

About Us

NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.

We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.

NWG (Northumbrian Water Group)

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Customer Trainer