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 of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.
Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.
We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know; we’re here to help and support.
When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.
