Customer Experience Trainer

We are seeking a confident and engaging Customer Experience Trainer to support the development of our contact centre and omnichannel Customer Experience teams. This role is responsible for the design, delivery, and continuous improvement of high‑quality training programmes that ensure colleagues are equipped with the skills, knowledge, and confidence to deliver excellent customer experiences across all channels.

The successful candidate will bring strong expertise in generic contact-centre customer service and soft-skills training, including areas such as communication, challenging conversations, complaints handling, and influencing outcomes. Alongside this, the role will require the ability to quickly learn our business processes, systems, and products, and effectively train these out to new and existing colleagues.

You will be responsible for designing, delivering, and evaluating engaging training programmes that align with business objectives, quality standards, and customer experience expectations, while fostering a positive and inclusive learning environment that supports continuous improvement.

Core Responsibilities

• Design, deliver, and continuously improve engaging training programmes that develop both customer service soft skills and business‑specific knowledge, including systems, products, and operational processes.
• Confidently facilitate interactive training sessions for new starters and existing colleagues, delivering induction, refresher, and upskilling sessions to groups of varying sizes.
• Lead the delivery of generic contact‑centre customer service and behavioural skills training, covering areas such as communication, tone of voice, rapport building, handling challenging conversations, complaints management, and influencing positive outcomes.
• Collaborate with management to identify training needs and skill gaps within the team, tailoring programs to address specific roles and skill levels within the call centre.
• Evaluate the effectiveness of training programs through feedback, assessments, and performance metrics, making enhancements as needed to improve outcomes.
• Facilitate the onboarding process for new employees, ensuring they are equipped with the necessary skills and knowledge to succeed in their roles.
• Conduct ongoing training sessions and refreshers for existing staff to address performance gaps and new initiatives.