In this role you will be responsible for coordinating and delivering comprehensive training programmes across the Customer Services (CS) department, ensuring all team members are equipped with current knowledge and skills to meet operational and service delivery standards. This role involves the systematic review and updating of existing procedures, working closely with operational teams to identify gaps and implement improvements that enhance service delivery and regulatory compliance. A critical aspect of the position includes developing and maintaining contingency response protocols, ensuring the department is prepared to handle service disruptions, emergency situations, and unexpected operational challenges while maintaining customer service excellence. The successful candidate will work collaboratively with internal stakeholders and contractors to ensure training materials reflect real scenarios and current best practices, while maintaining alignment with industry standards and regulatory requirements. Please see employer website for full job details & person specification.
Responsibilities
* Training Support and Development - Proactively support Customer Services and Operations Manager in assessing training requirements and compliance obligations across all CS operational areas, developing and delivering appropriate training solutions.
* Stakeholder Relationship Management - Develop positive and constructive relationships with key stakeholders and external training providers, regulatory bodies, and industry partners to ensure training programmes meet current standards and compliance.
* Training Programme Design and Delivery - Actively support the design, implementation, and delivery of comprehensive training programmes for CS procedures some examples include call handling, Connection and Asset Maintenance planning etc.
* Compliance Management and Monitoring - Ensure accurate and timely delivery of compliance training records, certification updates, and competency assessments. Develop excellent working knowledge of key operational and safety requirements etc.
* Procedure Development and Emergency Response - Lead development, review and maintenance of procedures within CS and customer service escalation protocols associated with emergency response during a major incident etc.
* Performance Reporting and Staff Development - Provide management information, such as on training and development of staff, compliance, and recruitment. Assist with the recruitment and retention of staff within CS, staff engagement initiatives.
* Strategic Training and Change Management - Promote and support a culture of continuous learning and compliance awareness within CS, fostering innovative approaches to training delivery and competency development across all teams.
* Contribute to development of CS capability through strategic training initiatives, competency frameworks, and performance monitoring systems that support business objectives and regulatory compliance. An example of this to offer an inclusive service.
* Play an active role in the delivery of change within CS through collaborative working within the team and wider Phoenix Energy organisation while promoting innovation and influencing decision makers.
* Cross-Coverage and Team Support - Work collaboratively with the Customer Services and Operations Manager, Customer Operations Lead, Customer Support Lead to provide mutual support during periods of absence, ensuring continuity of service delivery.
* Establish, develop, and maintain effective working relationships with all work colleagues, contractors and partnering agencies to ensure an integrated contribution to Phoenix’s corporate objectives.
* Observe and comply with policies and procedures for Health and Safety at Work and observe and continually promote equal opportunities and customer care in compliance with organisational aims and objectives.
* Participate in learning and development activities that develop personal effectiveness and assist in improving performance in the role.
* Undertake any other duties as may reasonably be required in line with the level of responsibility of the post and to meet the changing needs of the organisation.
* To promote and adhere to the workplace values of Respect All, Dynamic, Forward Looking, Serving Community Needs and Excel Together.
Skills and Qualifications
* Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above.
* At least three years’ experience working in training delivery, instructional design or learning and development.
* At least one years’ experience developing training materials and procedures.
* Excellent presentation and facilitation skills.
* Strong understanding of adult learning principles.
* Ability to translate complex procedures into clear training materials.
* Excellent written and verbal communication skills.
* Strong organisational skills.
* Level 3 Award in Education and Training (or equivalent teaching/training qualification)
* Level 4 Certificates in Training or Diploma in Training and Development.
* CIPD qualification in Learning and Development.
* Gas industry or utilities sector training certifications.
* Experience in compliance monitoring or audit process.
* Experience working in a regulated industry environment (utilities, healthcare, financial services, etc)
* Gas industry or utilities sector experience.
* Experience with competency-based training frameworks.
* Experience managing training records and certification systems.
Job sector: Education and Training • Area: Belfast • Location: Belfast • Salary: £30,000 - £34,000 per annum plus annual on target bonus • Contract type: Permanent • Weekly hours: 37 • Published date: 06/01/2026 • Closing date: 13/01/2026 • Worktime: Mon - Thurs 8:30am - 5pm, Fri 8:30am - 4:30pm, one evening between 5pm - 7pm
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