Customer Service and Operations Trainer

4 weeks ago

Swindon, Swindon, United Kingdom Great Western Railway Full time
About the Role

We are seeking a highly skilled and experienced Customer Service and Operations Trainer to join our Learning and Development team at Great Western Railway. As a key member of our team, you will be responsible for designing and delivering comprehensive customer service and operations training programs for our colleagues.

Key Responsibilities
  • Design and deliver engaging and interactive training sessions to equip colleagues with the skills and knowledge required to provide exceptional customer service and operate our trains safely and efficiently.
  • Conduct training needs assessments to identify areas for development and create tailored training programs to meet the unique needs of our colleagues and teams.
  • Collaborate with subject matter experts and stakeholders to ensure training content is aligned with business objectives and industry best practices.
  • 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.
Requirements
  • Proven experience as a trainer or coach in a customer-facing or operations environment.
  • Subject matter expertise in customer service and operations, with a strong understanding of industry best practices.
  • Excellent communication and interpersonal skills, with the ability to facilitate training sessions with large groups of people.
  • Flexibility and adaptability to meet the changing needs of the business and our colleagues.
  • Passion for self-development and supporting others to achieve their full potential.
What We Offer

As a valued member of our team, you will enjoy a range of benefits, including on-going development opportunities, 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 program.

We are committed to creating an inclusive and welcoming environment for all our colleagues, and we welcome applications from diverse candidates who share our values and are passionate about delivering exceptional customer service and operating our trains safely and efficiently.

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