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- Tasks: Design and deliver engaging customer service training for frontline staff.
- Company: Join a leading organisation focused on enhancing passenger experiences.
- Benefits: Enjoy a competitive salary, collaborative team environment, and opportunities for personal growth.
- Why this job: Make a real impact on customer satisfaction while fostering a positive learning culture.
- Qualifications: Experience in training or customer service, strong communication skills, and a passion for excellence.
- Other info: This is a permanent role based in London Marylebone with a salary of £40,000.
Role: Customer Service Trainer
Check below to see if you have what is needed for this opportunity, and if so, make an application asap.
Location: London Marylebone
Contract Type: Permanent
Salary: £40,000 per annum
Job Purpose
The role is to design, develop, and deliver high impact customer service training programs for frontline staff, ensuring they are equipped to provide exceptional service to passengers. This role plays a critical part in enhancing the customer experience through the development of engaging, relevant, and innovative training materials that meet operational and service standards.
Working as part of a large, collaborative team, you will engage and motivate employees by fostering a positive learning environment, using innovative methods to capture interest and drive performance.
The role requires strong planning and organisational skills to effectively manage training course timelines and ensure smooth delivery across multiple teams.
By developing and executing well-structured training plans, you will be supporting the overall operational goals of the organisation, contributing to a culture of continuous improvement, safety, and service excellence.
This role supports the delivery of the station HSSE objectives. To ensure that job specific activities do not introduce unacceptable business and safety risk to any aspect of the Company’s operation, and that the appropriate policies and procedures are implemented and adhered to, ensuring that all such activities comply with the relevant sections of the Safety Case and the current Safety Plan.
Key Accountabilities
* Deliver training programs that ensure front-line staff provide exceptional customer service, adhering to the company’s high standards
* Continuously assess customer service performance and develop training initiatives to address any service gaps
* Monitor and coach employees to maintain consistency in customer service delivery and satisfaction
* Lead interactive and engaging training sessions, ensuring all employees gain the knowledge and confidence needed to succeed
* Work closely with the operations management team to align training programs with current operational needs and efficiency goals
* Ensure training and operational procedures meet the company’s standards and regulatory requirements
* Foster positive relationships and open communication with employees, building trust and motivating them to reach their potential
* Deliver training that emphasises the importance of health and safety procedures and protocols, ensuring compliance with industry standards
* Promote a safe working environment by identifying and mitigating potential safety hazards
* Bring fresh, creative ideas to training approaches and customer service strategies, helping the team adapt to changing needs and industry trends
* Use data-driven insights and industry best practices to introduce innovative training methods and operational improvements.
* Support customer service at stations for major events and engineering works
Personal Specification
Essential
* Knowledge of training software and learning management systems
* Take ownership of personal and professional development to stay updated on industry trends, training methods, and customer service innovations
* Lead by example, showing a strong drive to meet and exceed training goals and operational targets
* Demonstrate an ability to work independently, set priorities, and manage multiple tasks effectively
* Proven experience as a trainer or in a customer service-focused role, preferably within the rail industry or a similar fast-paced operational environment
* Strong knowledge of health and safety standards and regulations within the rail or transport sector
* Excellent communication and interpersonal skills with the ability to engage and inspire employees
* Ability to design, develop, and deliver training programs tailored to diverse learner needs
* Results-driven with a track record of achieving operational objectives and improving team performance
* Experience of working in a fast paced environment with regular changing priorities
* The ability to influence others at a senior level and front line staff
* Passionate about providing excellent customer service
* Able to challenge and manage conflict and contentious issues
Desirable
* Recognised Management Training Qualification
* A good understanding of Railway operations
* Knowledgeable with HSSE procedures
* Understanding of Rail Geography
* Experience of working with large teams
Customer Service Trainer employer: Chiltern Railways
Contact Detail:
Chiltern Railways Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Trainer
✨Tip Number 1
Familiarise yourself with the latest trends in customer service training. Research innovative training methods and tools that are currently being used in the industry, especially within the rail sector. This knowledge will help you stand out during interviews and demonstrate your commitment to continuous improvement.
✨Tip Number 2
Network with professionals in the customer service and training fields. Attend industry events or join relevant online forums to connect with others who can provide insights or even referrals. Building these relationships can give you an edge when applying for the role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully delivered training programs in the past. Think about challenges you faced and how you overcame them, as well as the positive outcomes of your training initiatives. This will showcase your experience and effectiveness as a trainer.
✨Tip Number 4
Understand the company's values and operational goals. Tailor your discussions during the interview to align with their mission and demonstrate how your training philosophy can contribute to their objectives. Showing that you are a good cultural fit can significantly boost your chances of landing the job.
We think you need these skills to ace Customer Service Trainer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and training. Emphasise any roles where you have designed or delivered training programmes, especially in fast-paced environments like the rail industry.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and training. Mention specific examples of how you've successfully engaged and motivated employees in previous roles, and how you can bring innovative ideas to the position.
Showcase Your Skills: Highlight your knowledge of training software and learning management systems in your application. Provide examples of how you've used data-driven insights to improve training methods or customer service delivery.
Prepare for Potential Questions: Think about how you would respond to questions regarding your approach to training and development. Be ready to discuss how you would handle challenges in a customer service environment and your strategies for fostering a positive learning atmosphere.
How to prepare for a job interview at Chiltern Railways
✨Showcase Your Training Experience
Be prepared to discuss your previous experience as a trainer or in customer service roles. Highlight specific examples where you successfully designed and delivered training programs that improved performance and customer satisfaction.
✨Demonstrate Your Communication Skills
Since the role requires excellent communication and interpersonal skills, practice articulating your thoughts clearly. Use examples from past experiences to illustrate how you've engaged and motivated employees in a training environment.
✨Familiarise Yourself with Health and Safety Standards
Understand the health and safety regulations relevant to the rail industry. Be ready to discuss how you would incorporate these standards into your training sessions to ensure compliance and promote a safe working environment.
✨Bring Innovative Ideas to the Table
Think about creative training methods or customer service strategies you could introduce. During the interview, share your ideas on how to adapt training approaches to meet changing needs and enhance the overall customer experience.
