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- Tasks: Train and support new starters in delivering excellent customer service.
- Company: Join South East Water, a leading water supplier committed to community and employee satisfaction.
- Benefits: Enjoy flexible working, generous holiday, and a great pension scheme.
- Why this job: Make a real impact by empowering colleagues and enhancing customer experiences.
- Qualifications: 4 GCSEs including Maths and English; training experience in a contact centre is essential.
- Other info: This is a hybrid role with some office attendance required based on business needs.
The predicted salary is between 21000 - 26000 £ per year.
This is a 1 year fixed-term contract. Can you share your knowledge in a way that motivates others? Do you inspire colleagues to reach their full potential? If so, this could be the opportunity for you...
We want to be the water company people want to be supplied by and want to work for. You’ll take up this position in a customer-facing team to use your training skills and knowledge to help your colleagues perform at their best. You’ll deliver training to colleagues within the Wholesale Service Desk department, ensuring that our Wholesale Service Desk Advisors have guidance and documented training to support their growth.
Our department helps to manage the network of pipes, water mains and treatment works that make up our water supply network. We solve problems for customers that experience issues with their water supply. This can range from having no water, low pressure, issues with taste or smell and other water supply difficulties. We engage with colleagues across the business to ensure a quick response to problems or incidents when they occur and that customers are kept up to date with our progress.
Previous training experience is essential for this role. You’re passionate about wanting to bring others on; can convey a clear message and have a positivity and enthusiasm that enables others to find the best solutions. You’ll use these qualities to create an environment that leaves people feeling confident and competent in their abilities. You’ll also monitor the quality of performance and offer upskilling wherever needed. The success of our customer-facing teams will rely on your excellent training sessions and guidance. So, this is your opportunity to make your mark on this exciting role.
Whilst this is a hybrid role, office attendance is based on business need, so some weeks may require 5 full days in office. You are flexible with this setup, and happy to adapt based on training needs. Once you pass probation, you will be eligible for a £150 bonus per month.
Main responsibilities:- Training and supporting all new starters ensuring they are able to undertake the duties required of a Wholesale Service Desk advisor and deliver excellent standards of customer service, effectively and efficiently.
- Coaching and developing existing staff through training programmes designed to support continuous improvement in the Wholesale Service Desk and the wider business areas.
- Creating, reviewing and maintaining training programs and documented procedures for each process or identified topic used within the Wholesale Service Desk with the aim to improve efficiency to ensure customer first time resolution.
- Monitoring compliance with existing processes through monthly Quality Assessments for Wholesale service desk advisors, providing feedback for all assessments to their line managers and creating personalised improvement action plans where appropriate.
- Ensuring that all work carried out complies with the regulatory and industry standards.
- Supporting Wholesale Household in all areas including: Appointments, calls, all other work queues.
- Building relationships internally within the team and across the wider business areas by involving all staff when documenting procedures and agreement of improvement measures.
- 4 GCSE passes (or equivalent), including Maths and English.
- An NVQ Qualification Level 2 or above in Customer Service/Business Administration and/or a recognised management qualification e.g. ILM.
- A skilled trainer with experience in training and improving performance in a Contact Centre environment.
- Excellent verbal, written and presentation communication skills with an attention for detail.
We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.
Benefits package:- Excellent Stakeholder pension scheme, up to 10% employer contribution.
- 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
- Flexible annual leave policy to buy or sell holiday leave.
- Paid volunteering days.
- Cycle to work scheme.
- Health cash plan.
- Life assurance.
- Wellbeing related benefits.
To apply for this position, please submit your CV on our career’s website. It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water. Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks. If this sounds like the opportunity you’ve been looking for, apply now!
Trainer employer: South East Water UK
Contact Detail:
South East Water UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Trainer
✨Tip Number 1
Familiarise yourself with the specific training needs of a Wholesale Service Desk. Understanding the common issues faced by customers and how to effectively train staff to resolve these will set you apart as a candidate who is ready to make an impact.
✨Tip Number 2
Showcase your previous training experience by preparing examples of successful training sessions you've conducted. Be ready to discuss how you tailored your approach to meet the diverse needs of learners, which aligns with South East Water's commitment to diversity and inclusion.
✨Tip Number 3
Network with current or former employees of South East Water if possible. Engaging with them can provide valuable insights into the company culture and expectations, helping you tailor your approach during interviews.
✨Tip Number 4
Prepare to discuss your strategies for monitoring and improving training effectiveness. Being able to articulate how you would assess performance and implement feedback will demonstrate your proactive approach to continuous improvement in training.
We think you need these skills to ace Trainer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your previous training experience, especially in a contact centre environment. Emphasise your skills in coaching and developing staff, as well as any relevant qualifications like NVQs or management certifications.
Craft a Compelling Cover Letter: In your cover letter, express your passion for training and how you inspire others to reach their full potential. Mention specific examples of how you've successfully delivered training sessions and improved performance in past roles.
Showcase Communication Skills: Since excellent verbal and written communication skills are crucial for this role, ensure that your application reflects your attention to detail. Use clear and concise language, and consider including a brief example of a successful training session you've conducted.
Highlight Flexibility: Given the hybrid nature of the role, mention your flexibility regarding office attendance. Explain how you can adapt to the business needs while ensuring effective training delivery, which will demonstrate your commitment to the team's success.
How to prepare for a job interview at South East Water UK
✨Showcase Your Training Experience
Make sure to highlight your previous training experience during the interview. Discuss specific examples of how you've successfully trained others and improved their performance, especially in a customer service or contact centre environment.
✨Demonstrate Your Communication Skills
As a Trainer, excellent verbal and written communication skills are crucial. Prepare to demonstrate these skills by clearly articulating your thoughts and ideas during the interview. You might even consider preparing a brief training pitch on a relevant topic to showcase your presentation abilities.
✨Emphasise Your Passion for Development
Express your enthusiasm for helping others grow and develop their skills. Share stories that illustrate your passion for training and how you create a positive learning environment that motivates colleagues to reach their full potential.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and how you would handle various training situations. Think about challenges you've faced in the past and how you overcame them, particularly in relation to training and coaching staff.
