Customer Experience Trainer

As a Customer Experience Trainer, you are responsible for delivering great learning solutions to our business, ensuring our team members are trained and skilled to deal with our customer queries and enabling them to provide outstanding customer service in a call centre environment.

This is an exciting opportunity to use your passion and knowledge to engage and develop your colleagues. Sharing your knowledge in areas of the business that are critical in ensuring the delivery of excellent customer service.

 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 in order 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 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 – Swindon, Walnut Court SN2 8BN
Working Pattern – Fixed term 12 months contract - 36 hours Monday to Friday (office based)

What you should bring to the role

• Extensive knowledge of Learning & Development within a customer-led environment
• To be able to understand the importance of Learner Experience to our desired outcomes
• Experience of working with constantly changing priorities
• An excellent communicator with a passion to share your knowledge with others.
• A background in a training environment

 What’s in it for you?

• Competitive salary of up to £45,000 per annum depending on experience
• Annual Leave - 26 days holiday per year increasing to 30 with the length of service (Plus bank holidays)
• Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution
• Personal Medical Assessments – Open to all once a year
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing

Who are we?
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.

Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

Working at Thames Water
At Thames Water we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, background, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

Find out more about working at Thames Water.

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, meet colleagues and earn some extra money along the way.

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.