Customer Experience Training Manager - Midlands

This role is full-time, working 37.5 hours per week, Monday - Friday, 8:30am - 5:00pm.

We are excited to introduce this brand‑new Customer Experience Training Manager role at Wiltshire Farm Foods. We are seeking a passionate, people‑focused professional to elevate our customer service capability by giving extra support to our front‑line teams in Wiltshire Farm Foods depots across the Midlands region. As this is a newly created position, we are looking for someone who is confident in building the role from the ground up, shaping the strategy, and developing the business case that will drive long‑term success. In this role, you will define what exceptional service looks like, empower and inspire our colleagues to deliver it, and ensure our brand promise is consistently upheld in every customer interaction. You will be an experienced customer service trainer, with confidence in customer service leadership or service design.

This is a field‑based role, requiring a minimum of 4 days per week in the field, with 1 day working from home. A company car is provided to facilitate your travel. Competitive Salary + Car + Bonus + Benefits.

Wiltshire Farm Foods, part of the apetito group, is the UK’s largest ready‑meal supplier, cooking and delivering over 330 different delicious frozen ready meals across the UK primarily to the elderly, their family members and healthcare professionals. We are dedicated to making a real difference to our customers' lives, by bringing sunshine to their doors through our commitment to provide good old‑fashioned service. Our intense pride drives us to continuously innovate and improve, ensuring our products and service exceed our customers' needs. This is all whilst being an ethical and sustainable organisation that believes in doing the right thing.

Responsibilities

• Define Service Excellence: Create a clear and inspiring vision of outstanding service tailored to our customer base.
• Training & Coaching: Design and deliver engaging training programmes to our front‑line staff in the East Midlands region, covering service excellence, sales skills, and product knowledge. This will involve daily travel across the region to coach, support, and energise teams in‑person.
• Sales Skills Development: Equip customer service advisers with the skills to upsell and cross‑sell effectively. Support them in conducting outbound calls with empathy and confidence — helping retain and convert customers while maintaining our compassionate brand tone.
• Learning Materials Development: Work with colleagues and suppliers to develop high‑quality training materials that reach all team members and bring our service standards to life.
• Mystery Shopping: Implement and manage a mystery shop programme, using insights to drive performance and celebrate success.
• Demonstrate Commercial Impact: Prove the regional training function’s commercial value to build a business case for additional national resource.
• Stakeholder Collaboration: Partner with key internal teams to align service strategy, training delivery, and performance improvement initiatives.
• Customer Experience Evolution: Stay ahead of industry trends and competitor activity to continuously evolve our service offering.
• Performance Monitoring: Track service metrics, customer feedback, and training outcomes to inform strategy and report to leadership.
• Culture Champion: Foster a passion for service, food and customer care — ensuring every interaction brightens the customer’s day.

Skills & Experience

• Proven experience in training customer service.
• Proven experience in customer service leadership or service design.
• Strong coaching and communication skills, with a warm and engaging style.
• Ability to travel regionally and sometimes nationally.
• Comfortable with digital tools and virtual training platforms.
• Experience in food, home delivery, or adult social care sectors is a plus.
• You must have held a UK manual driving licence for at least 2 years.

Personal Qualities

• Inspiring – Able to motivate and energise teams to deliver exceptional service.
• Warm & Approachable – Builds trust and rapport easily across diverse teams.
• Strategic Thinker – Balances day‑to‑day coaching with long‑term service evolution.
• Resilient & Adaptable – Thrives in a fast‑paced, national role with frequent travel.
• Collaborative – Works effectively across multiple teams and stakeholders.
• Positive & Uplifting – Brings humour, optimism, and energy to every interaction.
• Commercially Aware – Understands how service excellence drives loyalty and growth.

Benefits

• Competitive salary – Living Wage employer
• Company car
• 25 days holiday per year, plus bank holidays
• Option to purchase up to 5 additional days holiday per year
• Generous annual bonus scheme
• Pension scheme – employer matched contributions up to 4%
• Life assurance scheme worth 2x annual salary
• Free turkey or voucher at Christmas
• Perkbox scheme including salary sacrifice options and retail discounts

As a family‑owned business, we take pride in being a company that makes a real difference and is dedicated to creating outstanding meals to be proud of. We develop a range of products designed to enhance health and well‑being for all our customers. We are driven by a passion for service and dedicated to feeding some of the UK’s most vulnerable people. We proudly support British food and farming, focusing on using the best ethical and sustainable produce in alignment with our goal to reach Net Zero by 2040. Our ethical standards are recognised by the ETI and we are an accredited Living Wage employer.