Customer Service Trainer

Description

Role: Customer Service Trainer

Location: London Marylebone

Contract Type: Permanent

Salary: £40,000 per annum

Job Purpose

The role is to design, develop, and deliver high impact customer service training programs for frontline staff, ensuring they are equipped to provide exceptional service to passengers. This role plays a critical part in enhancing the customer experience through the development of engaging, relevant, and innovative training materials that meet operational and service standards.

Working as part of a large, collaborative team, you will engage and motivate employees by fostering a positive learning environment, using innovative methods to capture interest and drive performance.

The role requires strong planning and organisational skills to effectively manage training course timelines and ensure smooth delivery across multiple teams.

By developing and executing well-structured training plans, you will be supporting the overall operational goals of the organisation, contributing to a culture of continuous improvement, safety, and service excellence.

This role supports the delivery of the station HSSE objectives. To ensure that job specific activities do not introduce unacceptable business and safety risk to any aspect of the Company’s operation, and that the appropriate policies and procedures are implemented and adhered to, ensuring that all such activities comply with the relevant sections of the Safety Case and the current Safety Plan.

Key Accountabilities

* Deliver training programs that ensure front-line staff provide exceptional customer service, adhering to the company’s high standards

* Continuously assess customer service performance and develop training initiatives to address any service gaps

* Monitor and coach employees to maintain consistency in customer service delivery and satisfaction

* Lead interactive and engaging training sessions, ensuring all employees gain the knowledge and confidence needed to succeed

* Work closely with the operations management team to align training programs with current operational needs and efficiency goals

* Ensure training and operational procedures meet the company’s standards and regulatory requirements

* Foster positive relationships and open communication with employees, building trust and motivating them to reach their potential

* Deliver training that emphasises the importance of health and safety procedures and protocols, ensuring compliance with industry standards

* Promote a safe working environment by identifying and mitigating potential safety hazards

* Bring fresh, creative ideas to training approaches and customer service strategies, helping the team adapt to changing needs and industry trends

* Use data-driven insights and industry best practices to introduce innovative training methods and operational improvements.

* Support customer service at stations for major events and engineering works

Personal Specification

Essential

* Knowledge of training software and learning management systems

* Take ownership of personal and professional development to stay updated on industry trends, training methods, and customer service innovations

* Lead by example, showing a strong drive to meet and exceed training goals and operational targets

* Demonstrate an ability to work independently, set priorities, and manage multiple tasks effectively

* Proven experience as a trainer or in a customer service-focused role, preferably within the rail industry or a similar fast-paced operational environment

* Strong knowledge of health and safety standards and regulations within the rail or transport sector

* Excellent communication and interpersonal skills with the ability to engage and inspire employees

* Ability to design, develop, and deliver training programs tailored to diverse learner needs

* Results-driven with a track record of achieving operational objectives and improving team performance

* Experience of working in a fast paced environment with regular changing priorities

* The ability to influence others at a senior level and front line staff

* Passionate about providing excellent customer service

* Able to challenge and manage conflict and contentious issues

Desirable

* Recognised Management Training Qualification

* A good understanding of Railway operations

* Knowledgeable with HSSE procedures

* Understanding of Rail Geography

* Experience of working with large teams

Ad ID: 5417041014