Customer Experience Training Manager

Overview

This role is full-time, working 37.5 hours per week, Monday - Friday, 8:30am - 5:00pm.

We are excited to introduce this brand new Customer Experience Training Manager role at Wiltshire Farm Foods. We are seeking a passionate, people focused professional to elevate our customer service capability by giving extra support to our front line teams.

As this is a newly created position, we are looking for someone who is confident in building the role from the ground up, shaping the strategy, and developing the business case that will drive long term success. In this role, you will define what exceptional service looks like, empower and inspire our colleagues to deliver it, and ensure our brand promise is consistently upheld in every customer interaction.

You will be an experienced customer service trainer, with confidence in customer service leadership or service design.

This is a field based role, requiring a minimum of 4 days per week in the field, with 1 day working from home. A company car is provided to facilitate your travel.

Competitive Salary + Car + Bonus + Benefits

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 our front-line customer-service telephone and delivery driver teams. Covering service excellence, sales skills, and product knowledge, travel your local region to coach, support, and energise teams in-person.
• Sales Skills Development: Equip Customer Service Advisors with the skills to upsell and cross-sell effectively. Support them in conducting outbound calls with empathy and confidence - helping retain and convert customers while maintaining our compassionate brand tone.
• Learning Materials Development: Work with colleagues and suppliers to develop high quality training materials that reach all team members and bring our service standards to life.
• Mystery Shopping: Implement and manage a mystery shop programme, using insights to drive performance and celebrate success.
• 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, training delivery, 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 - ensuring every interaction brightens the customer's day.

Qualifications/Personal Qualities

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 2 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 easily 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.

Company Benefits

• Competitive salary - accredited Living Wage employer
• Company car
• 25 days holiday per year, plus bank holidays
• Option to purchase up to 5 additional days holiday per year
• Generous annual bonus scheme
• Pension scheme - employer matched contributions up to 4%
• Life assurance scheme worth 2x annual salary
• Free turkey or voucher at Christmas
• Perkbox scheme including salary sacrifice options and retail discounts