Role Overview
This full‑time role (37.5 hours per week, Monday to Friday, 8:30 am–5:00 pm) is a brand‑new Customer Experience Training Manager position at Wiltshire Farm Foods. It is regional‑field based, supporting WFF depots across the UK. The role requires a minimum of four days per week in the field with one day working from home. A company car is provided to enable travel.
Primary Responsibilities
* Define Service Excellence – create a clear and inspiring vision of outstanding service tailored to our customer base.
* Training & Coaching – design and deliver engaging training programmes to front‑line teams, including telephone and delivery driver crews.
* Sales Skills Development – equip Customer Service Advisors with upselling and cross‑selling skills.
* Learning Materials Development – collaborate with colleagues and suppliers to produce high‑quality training materials.
* Mystery Shopping – implement and manage a mystery shop programme, using insights to drive performance.
* Demonstrate Commercial Impact – prove the training function’s commercial value to build a business case for national expansion.
* Stakeholder Collaboration – partner with key internal teams to align service strategy and performance improvement initiatives.
* Customer Experience Evolution – stay ahead of industry trends and competitor activity to continuously evolve our service offering.
* Performance Monitoring – track service metrics, customer feedback, and training outcomes to inform strategy and report to leadership.
* Culture Champion – foster a passion for service, food, and customer care so every interaction brightens the customer’s day.
Skills & Experience
* Proven experience in training customer service.
* Proven experience in customer service leadership or service design.
* Strong coaching and communication skills with a warm and engaging style.
* Ability to travel regionally and sometimes nationally.
* Experience in food, home delivery or adult social care sectors is a plus.
You must have held a UK manual driving licence for at least two years.
All offers of employment are subject to a driving assessment and driving licence checks.
Personal Qualities
* Inspiring – able to motivate and energise teams to deliver exceptional service.
* Warm & Approachable – builds trust and rapport across diverse teams.
* Strategic Thinker – balances day‑to‑day coaching with long‑term service evolution.
* Resilient & Adaptable – thrives in a fast‑paced, national role with frequent travel.
* Collaborative – works effectively across multiple teams and stakeholders.
* Positive & Uplifting – brings humour, optimism, and energy to every interaction.
* Commercially Aware – understands how service excellence drives loyalty and growth.
Benefits
* Competitive salary – accredited Living Wage employer.
* Company car.
* 25 days holiday per year, plus bank holidays.
* Option to purchase up to five additional days of holiday per year.
* Generous annual bonus scheme.
* Pension scheme with employer‑matched contributions up to 4 %.
* Life assurance scheme worth two times annual salary.
* Free turkey or voucher at Christmas.
* Perkbox scheme including salary sacrifice options and retail discounts.
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