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- Tasks: Lead and inspire teams to deliver exceptional customer service across the Midlands.
- Company: Join Wiltshire Farm Foods, the UK's largest ready-meal supplier with a heart.
- Benefits: Enjoy a competitive salary, company car, bonus, and generous holiday allowance.
- Why this job: Shape the future of customer experience while making a real difference in people's lives.
- Qualifications: Experience in customer service training and leadership is essential.
- Other info: Be part of a family-owned business committed to ethical practices and sustainability.
The predicted salary is between 36000 - 60000 ÂŁ per year.
This role is full-time, working 37.5 hours per week, Monday - Friday, 8:30am - 5:00pm.
We are excited to introduce this brandânew Customer Experience Training Manager role at Wiltshire Farm Foods. We are seeking a passionate, peopleâfocused professional to elevate our customer service capability by giving extra support to our frontâline 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 longâterm 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 fieldâbased 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.
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 frontâline 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 advisors with the skills to upsell and cross-sell effectively. Support them in conducting outbound calls with empathy and confidence â helping retain and convert customers while maintaining our compassionate brand tone.
- Learning Materials Development: Work with colleagues and suppliers to develop highâquality 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 â ensuring every interaction brightens the customer's day.
About you
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 â Able to motivate and energise teams to deliver exceptional service.
- Warm & Approachable â Builds trust and rapport easily across diverse teams.
- Strategic Thinker â Balances dayâtoâday coaching with longâterm service evolution.
- Resilient & Adaptable â Thrives in a fastâpaced, national role with frequent travel.
- Collaborative â Works effectively across multiple teams and stakeholders.
- Positive & Uplifting â Brings humour, optimism, and energy to every interaction.
- Commercially Aware â Understands how service excellence drives loyalty and growth.
Company Benefits
- Competitive salary â accredited 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
Our Values
As a family-owned business, we take great 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 wellâbeing 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. We embrace inclusion, empowering individuals from diverse backgrounds. Our commitment to making a real difference extends to customers, communities, and staff and we're on a mission to build an inclusive workplace where everyone reaches their full potential.
Customer Experience Training Manager - Midlands in Birmingham employer: apetito
Contact Detail:
apetito Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Experience Training Manager - Midlands in Birmingham
â¨Tip Number 1
Get to know the company inside out! Research Wiltshire Farm Foods, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for their mission.
â¨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Experience Training Manager role. Itâs all about making those connections!
â¨Tip Number 3
Prepare for the interview by practising common questions related to customer service training and leadership. Think about how you can showcase your experience in a way that aligns with their goals of service excellence.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets noticed. Plus, it shows youâre serious about joining the team at Wiltshire Farm Foods.
We think you need these skills to ace Customer Experience Training Manager - Midlands in Birmingham
Some tips for your application đŤĄ
Show Your Passion: Let your enthusiasm for customer service shine through in your application. We want to see how much you care about making a difference in people's lives, especially in the food and home delivery sectors.
Tailor Your CV: Make sure your CV highlights relevant experience in training and customer service leadership. Weâre looking for someone who can build this role from the ground up, so showcase your strategic thinking and coaching skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to tell us why you're the perfect fit for this role. Share specific examples of how you've inspired teams and delivered exceptional service in the past. Make it personal and engaging!
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures you donât miss out on any important updates about the process!
How to prepare for a job interview at apetito
â¨Know Your Customer Experience
Before the interview, dive deep into what exceptional customer service means for Wiltshire Farm Foods. Familiarise yourself with their values and how they aim to elevate customer experiences. This will help you articulate how your training strategies can align with their vision.
â¨Showcase Your Training Skills
Prepare to discuss specific examples of training programmes you've designed or delivered in the past. Highlight your ability to engage and inspire teams, especially in a field-based setting. Bring along any materials you've created that demonstrate your approach to training and coaching.
â¨Be Ready to Discuss Strategy
Since this role involves building the training function from the ground up, be prepared to share your thoughts on what a successful training strategy looks like. Think about how you would define service excellence and how you would measure its impact on customer satisfaction.
â¨Emphasise Collaboration
This position requires working closely with various stakeholders. Be ready to talk about your experience collaborating with different teams and how youâve successfully aligned training initiatives with broader business goals. Show them youâre a team player who can foster a culture of service excellence.
