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.
You will lead onboarding, induction, and ongoing development programmes, working closely with Quality Assurance, Operations, and Management to align training activity with business objectives, customer expectations, and performance outcomes. You will play a key role in fostering a positive learning culture and driving continuous improvement across the customer experience.
Core Responsibilities
* Deliver engaging training for new starters and existing colleagues across contact centre and omnichannel roles, supporting effective onboarding and role readiness
* Design, update, and maintain training materials aligned to company standards
* Work with operational leaders and QA to identify training needs, capability gaps, and performance trends
* Deliver refresher training and development to support system changes, new initiatives, and performance improvement
* Provide classroom and side‑by‑side coaching to reinforce learning and support consistent performance in live environments
* Evaluate training effectiveness using feedback and performance data, continuously improving learning impact
* Maintain accurate training records and reporting through relevant systems, ensuring visibility of completion, capability, and compliance
Requirements
* Proven experience as a Customer Experience Trainer, coach, or subject‑matter expert within a contact centre or customer service environment.
* Strong understanding of customer experience principles across voice and digital channels.
* Excellent communication and presentation skills, with the ability to engage, motivate, and influence learners at all levels.
* A coaching mindset, with a genuine passion for developing others and driving performance improvement.
* Strong organisational and time‑management skills, with the ability to balance multiple priorities.
* Confident providing clear, constructive, and supportive feedback to individuals and groups.
* Commitment to creating a positive, inclusive, and supportive learning environment.
Desirable
* Experience designing and delivering training within a contact centre or omnichannel CX environment.
* Familiarity with CRM platforms, telephony systems, digital customer channels, and performance monitoring tools.
* Ability to adapt training approaches to suit different learning styles and experience levels.
* Experience developing digital, video, or blended learning content.
* Certification in training, coaching, or adult learning (desirable but not essential).
* Comfortable working with modern learning technologies and AI‑enabled tools to enhance training delivery.
Benefits
* 23 Days Holiday + Bank Holidays
* Company Pension Scheme
* Company Sick pay (after qualifying period)
* Cycle to Work Scheme Available
* Employee Reward & Discount Platform
* 24/7 access to Employee Assistance Program through Health Assured
* Access to on-going learning and development via our online learning platforms
* Onsite parking available
* Lie Assurance Scheme