Customer Service and Operations Trainer
6 days ago
We are seeking a highly skilled and experienced Customer Service and Operations Trainer to join our team at Great Western Railway (GWR). As a key member of our Learning and Development department, you will be responsible for designing and delivering comprehensive customer service and operations courses for our trainee controllers, guards, and dispatch colleagues.
Key Responsibilities- Conduct training sessions, imparting knowledge, skills, and role modelling behaviours to GWR colleagues, utilising various techniques and methods.
- Assess the training needs of colleagues, teams, or departments through surveys, interviews, or performance evaluations, and identify areas for development.
- Create engaging and interactive training content, such as presentations, e-learning modules, job aids, or manuals, to support learning.
- Evaluate learning effectiveness through assessments, colleague feedback, and performance metrics to measure learning outcomes and make improvements as needed.
- Manage training logistics, scheduling sessions, coordinating resources, and ensuring smooth delivery of training events.
- Collaborate with subject matter experts and stakeholders to gather input to align training with business objectives, customising content for specific audiences.
- Stay updated with industry trends, new training methodologies, and technologies to continuously enhance personal and professional training skills.
- Document and maintain accurate records of training activities, attendance, and colleague progress, while generating reports on training effectiveness and return on investment.
- A subject matter expert in customer service and operational disciplines.
- A role model for GWR's values and behaviours, demonstrating a great experience through our Six Pillars.
- A clear and effective communicator.
- Able to facilitate training with large groups of people.
- Flexible and adaptable to the changing needs of the business and the learning needs of our colleagues.
- Passionate about self-development and supporting others.
- Flexible, as some of our training will be delivered outside of Swindon and may require overnight stays.
As a GWR colleague, you will enjoy a range of benefits, including on-going development, a defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership, and an employee assistance programme.
We value our differences and maintain a zero-tolerance approach to 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.
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Swindon, Swindon, United Kingdom Great Western Railway (GWR) Full timeAbout the RoleWe are seeking a highly skilled and experienced Customer Service and Operations Trainer to join our team at Great Western Railway (GWR). As a key member of our Learning and Development department, you will be responsible for designing and delivering comprehensive customer service and operations courses for our trainee controllers, guards, and...
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Swindon, Swindon, United Kingdom Great Western Railway (GWR) Full timeAbout the RoleWe are seeking a highly skilled and experienced Customer Service and Operations Trainer to join our team at Great Western Railway (GWR). As a key member of our Learning and Development department, you will be responsible for designing and delivering comprehensive customer service and operations courses for our trainee controllers, guards, and...
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Swindon, Swindon, United Kingdom Great Western Railway (GWR) Full timeAbout the RoleWe are seeking a highly skilled and experienced Customer Service and Operations Trainer to join our team at Great Western Railway (GWR). As a key member of our Learning & Development department, you will be responsible for designing and delivering comprehensive customer service and operations courses for our trainee controllers, guards, and...
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