Customer Service and Operations Trainer
1 day ago
We are seeking a highly skilled and experienced Customer Service and Operations Trainer to join our team. As a key member of our training department, you will be responsible for designing and delivering comprehensive customer service and operations courses to our trainee controllers, guards, and dispatch colleagues.
Main 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 identifying 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 your chosen customer service and operational discipline.
- 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.
Milford House in Swindon, home to GWR HQ, houses our Training Centre where we offer an inclusive and welcoming environment for diverse training, combining professionalism with a friendly atmosphere.
Working Pattern37 hrs – Monday to Friday
The RewardAs well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, 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 such as age, gender, LGBTQIA, ethnicity, religion, and disability. We maintain zero tolerance towards 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.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
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