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.

Qualifications

• Proven experience as a Customer Experience Trainer, coach, or subject matter expert within a contact centre or customer service environment.
• Proven experience delivering generic contact centre customer service and soft skills training, not limited to business specific process or systems training.
• Demonstrable experience designing and facilitating training focused on communication skills, tone of voice, customer behaviour, and conversation management within a contact centre 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