Customer Experience Trainer

Salary
- **From £29,760 upto £37,200 depending on experience**
- Location
- **Pity Me, Durham, County Durham**

**About the role**

**Customer Experience Trainer - Performance & Continuous Improvement**

**Full Time - Permanent**

**Salary - Between £29,760 and £37,200 depending on experience**

**Location - Pity Me, Durham/Homeworking**

**About the role**

Are you a confident, creative and enthusiastic training professional?

We’re looking for two Customer Experience Trainers with a genuine interest in emotional intelligence and how this is used to give world class customer service as part of a programme of transformation change, bringing to life our brand, values and customer-centric behavioural culture.

You’ll work alongside senior leaders and wider training teams to research, design, maintain and deliver memorable and engaging learning experiences that build competency, demonstrate a high-quality of service and excellent customer experiences across a range of channels and audiences.

Coaching and supporting individuals and teams through training and beyond, you will help us achieve our National Leader vision and water industry regulatory targets across our operations and partner organisations.
- You’ll work _**_37 hours each week, Monday to Friday between the hours of 8am and 8pm._**_ You will have a flexible approach as you will be delivering across our estate and in partner organisations each week, and will also travel to offices in other operating regions at least monthly for a couple of days. All appropriate travel fares, hotel accommodation and subsistence will be covered in line with our travel policy._

**About you**

You will be experienced in developing others and be a strong communicator who is self-motivated, enthusiastic, organised and driven. Passionate about customer service, you’ll support learning through excellent presentation and facilitation skills, delivering memorable training experiences that bring customer journeys and experiences to life across a range of audiences, with a specific focus on soft skills.

A keen listener and storyteller you’ll have a natural ability to think on your feet and turn challenges and questions into opportunities for constructive discussion. Highly competent in PowerPoint for training development with excellent numerical and literacy skills.

Self-reliant and able to make decisions without support, you’ll also be committed to learning and improving your own leadership and customer service skills on an ongoing basis and keep up to date with the latest methods of developing customer focused training programmes.

You’ll be articulate, likable and collaborative building credible relationships with peers and other stakeholders and be capable of engaging a range of audiences to drive successful outcomes.

As part of our customer driven organisation, built around our corporate vision, values and purpose, we look forward to welcoming the right person into our team - could this be you?
- Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work._
- Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity._**About us**

Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.

We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply

**NWG at a glance**:
**Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.**
- We do this by providing reliable and affordable water and wastewater services for our customers._
- We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business._

**Our vision is to be the national leader in the provision of sustainable water and wastewater services. **To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.

**Our benefits**

We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:

- Generous holiday entitlement st