Customer Service Events Facilitator

6 months ago


Leeds, United Kingdom Northern Trains Full time

**BUSINESS FUNCTION**:People

**GRADE**:ML1/SB1

**SALARY**: £34,060 - £40,508 per annum

**ROLE TYPE**:On Site

**HOURS**:37 per week

**Is supporting your colleagues to develop ‘Your Thing’?**

We are looking for an enthusiastic and people focused Customer Service Event Facilitator to join our Training Team at Northern. In this unique role, you’ll get the opportunity to facilitate training events, to transform Northerns Customer Service culture.

Connecting millions of people and communities across the North is our mission. With 2,500 trains a day, we connect people to jobs, friends, family, and the wonders of the North.

We're improving rail travel, enhancing the experience on board and at stations. Customers are at the heart of our business as we improve performance and create a better way to go.

We're driving economic value and sustainable growth for the North and its people. Our commitment to the environment means reducing our impact and enhancing the world around us.

Make a difference. Make it last. Make it easy. Make it happen. Make it yours. These are our values.

Ready to make them yours? Join us on this journey.

**About the role**:
Northern is a dynamic and innovative leader in the rail industry. With customers at the heart of what we do, it’s important that we get our Customer Service culture right

As the Customer Service Events Facilitator, you’ll be the driving force behind delivering Northern’s ‘Go Do Your Thing’ customer service learning programme to all new and current Northern employees. You’ll be responsible for delivering engaging, interactive, and inspiring activities, leading to a refocused approach to Northern’s customer service culture.

In this role, you’ll be accountable for the design, delivery and evaluations of the customer service learning events. Aligning the programme of learning to Northern’s Customer Service Strategy, you’ll complete evaluations, analysis and meaningful feedback on the training content, ensuring the programme of learning is relevant and consistent.

Being the Customer Service Events Facilitator, you’ll equip your Northern colleagues with the tools and skills to deliver a first class service.

If this sounds like your thing, we’d love to hear from you.

**Key responsibilities**:
In this multifaceted role, you can expect a role filled with challenges and reward. Here is a taste of what your day-to-day activities could include:

- Work with internal and external stakeholders to design the delivery and facilitation approach for effective Customer Service Learning events.
- Deliver the content and facilitate interactive sessions, at network-wide training events for all customer facing colleagues and managers.
- Regularly analyse programme content; taking appropriate action where necessary to ensure that it is up to date, inspiring, appropriate and effective for all learning styles.
- Ensure venues are suitable and safe for each l event, with no barriers to learning, that the correct content is delivered, and registration for each event is completed.
- Extensive travel across regions to deliver engaging learning events.
- Act as a ambassador, championing Customer Service, together with Northerns vision, values, and behaviours whilst promoting Northerns business plan and customer promises.
- Establish and maintain a close working partnership with the Rostering Teams to ensure staff are released for training.
- Support and assist other trainers in the delivery of Customer Service events.
- Design and deploy e-learning, m-learning and video content to compliment the Customer Service events.

**About you**:
You’re ideally someone with a robust background in customer-focused environment. You’ll have a demonstrable passion for communicating and engaging with others, ideally in a learning and development setting. You’ll lead by example, but also have the knack for inspiring and influencing others.

We’re also looking for the following:

- Experience of working in a fast-paced Customer Focussed environments
- Experience of delivering engaging and interactive Customer experience events
- Previous Learning & Development Experience
- Hold or achieve Certificate in Training Practice or NVQ level 3 in Training and Development or equivalent qualification (desired)
- Preferably Membership of CIPD (desired)

This role will require you to travel around the Northern network. So, you’ll also need to be willing and flexible to incorporate travelling into your weekly work.

**Our Benefits**:
Because we value our people and reward hard work, we’ve created a benefits package that we think you’ll love. So, you’ll be able to make the most of:

- Opportunities to progress and grow - including comprehensive training schemes and a range of online learning courses.
- Cycle to Work Scheme - save up to 42% on the cost of a bike, while also spreading your payments throughout the year.
- Free Travel on Northern services - everyone who works at



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