About the team:
The Customer Services Training Team deliver induction, behavioural, role specific, retail and operational training. We are part of the larger Learning and Development team. We support the transformation of GWR by providing development that aligns with our customer experience promise and the changes in the business. It has never been a more exciting time to join the team and be part of that change.
About the job:
This is a varied and rewarding role, especially if:
1. You have a passion for interacting and supporting GWR colleagues.
2. You have a natural enthusiasm for innovation, learning and development and creativity.
The role primarily consists of the design, delivery, and evaluation of Induction and Customer Service training. You will play a pivotal role in providing efficient and enjoyable learning that complements our portfolio. Our aim is to provide inclusive learning and development for GWR colleagues to deliver a great customer experience.
All applicants must have current GWR Lead Host competency due to the requirements of this role.
Your main responsibilities will be:
* Delivering face to face customer service training through formal training delivery, coaching and provision of resources.
* Creating/developing training and briefing materials to ensure we provide engaging learning experiences that remain relevant and up to date.
* Working on new training content that supports the ever-changing industry environment.
* Managing L&D/HR or Customer Service focused objectives, working with stakeholders to deliver on projects to support our people.
* Continuous formal evaluation of course content, exploring options to enhance the learning experience.
You’ll need to be:
* Supportive of the wider business, with a clear understanding of GWR's vision and values and your role within this and a champion of GWR.
* An excellent communicator and skilled at handling difficult conversations.
* A role model to GWR Colleagues, passionate about self-development and supporting others.
* Safety focused, a role model for GWR's safety principles.
* Forward thinking, seeking creative and innovative ways to encourage a learner centric culture.
* Passionate and curious about innovation and technology, constantly seeking out opportunities to improve the efficiency and enjoyment of learning.
* Bring a positive attitude and approachable personality, with the ability to seamlessly integrate into a close-knit and collaborative team.
* A decisive thinker and skilled influencer who operates with credibility.
* A collaborative team player who's driven to deliver and has the courage to challenge where needed.
As a minimum you will need to have:
Essential
* Lead Host current competency.
* Confident and clear communication skills.
* Positive and professional behaviours.
* Proven track-record in delivering an excellent customer experience.
Desirable
* Previous experience of delivering training/coaching.
* Good I.T skills in Microsoft Office (Word, PowerPoint, and Excel).
About the location:
Our training is predominantly delivered in Swindon, Milford House, however, the ability to travel and work at varied locations on our network is a must. This will on occasion require overnight stays, where hotel accommodation will be provided.
Please note, staff parking permits at Swindon are not available with this role.
Applicants must live within 90 minutes of Milford House, Swindon.
Additional Information:
The more varied our workforce, the broader the expertise within our organisation. The broader our expertise, the greater our chances of innovation and success. That's why we're committed to equality of opportunity, diversity, and inclusion at every level.
If you share our passion for learning and supporting colleagues, then we would love to hear from you.
Working Pattern
Typical office hours are between 8.30 and 16.30. You will generally be scheduled to deliver training most days. On days when no training is assigned, you are expected to be available to provide cover if needed.
For more information, please contact Sophia Galligan, Customer Services Training Manager on 07932 631313
Please submit your application online via the internal FirstGroup careers website: https://internal.firstgroupcareers.com/
In case of technical difficulties when submitting your application, please contact the Recruitment Team at gwrrecruitment@gwr.com
We all belong at GWR
This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/
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