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- Tasks: Design and deliver engaging training programmes for customer service teams.
- Company: Join a dynamic company focused on enhancing customer experiences.
- Benefits: Enjoy 23 days holiday, pension scheme, and employee rewards.
- Other info: Opportunity to work with modern learning technologies and grow your career.
- Why this job: Make a real impact by developing others and improving customer interactions.
- Qualifications: Experience in customer service training and excellent communication skills.
The predicted salary is between 30000 - 40000 ÂŁ per year.
We are seeking a confident and engaging Customer Experience Trainer to support the development of our contact centre and omnichannel Customer Experience teams. This role is responsible for the design, delivery, and continuous improvement of high‑quality training programmes that ensure colleagues are equipped with the skills, knowledge, and confidence to deliver excellent customer experiences across all channels. The successful candidate will bring strong expertise in generic contact‑centre customer service and soft‑skills training, including areas such as communication, challenging conversations, complaints handling, and influencing outcomes. Alongside this, the role will require the ability to quickly learn our business processes, systems, and products, and effectively train these out to new and existing colleagues.
You will be responsible for designing, delivering, and evaluating engaging training programmes that align with business objectives, quality standards, and customer experience expectations, while fostering a positive and inclusive learning environment that supports continuous improvement.
Core Responsibilities- Design, deliver, and continuously improve engaging training programmes that develop both customer service soft skills and business‑specific knowledge, including systems, products, and operational processes.
- Confidently facilitate interactive training sessions for new starters and existing colleagues, delivering induction, refresher, and upskilling sessions to groups of varying sizes.
- Lead the delivery of generic contact‑centre customer service and behavioural skills training, covering areas such as communication, tone of voice, rapport building, handling challenging conversations, complaints management, and influencing positive outcomes.
- Collaborate with management to identify training needs and skill gaps within the team, tailoring programs to address specific roles and skill levels within the call centre.
- Evaluate the effectiveness of training programs through feedback, assessments, and performance metrics, making enhancements as needed to improve outcomes.
- Facilitate the onboarding process for new employees, ensuring they are equipped with the necessary skills and knowledge to succeed in their roles.
- Conduct ongoing training sessions and refreshers for existing staff to address performance gaps and new initiatives.
- Proven experience as a Customer Experience Trainer, coach, or subject‑matter expert within a contact centre or customer service environment.
- Proven experience delivering generic contact‑centre customer service and soft‑skills training, not limited to business‑specific process or systems training.
- Demonstrable experience designing and facilitating training focused on communication skills, tone of voice, customer behaviour, and conversation management within a contact‑centre environment.
- Strong understanding of customer experience principles across voice and digital channels.
- Excellent communication and presentation skills, with the ability to engage, motivate, and influence learners at all levels.
- A coaching mindset, with a genuine passion for developing others and driving performance improvement.
- Strong organisational and time‑management skills, with the ability to balance multiple priorities.
- Confident providing clear, constructive, and supportive feedback to individuals and groups.
- Commitment to creating a positive, inclusive, and supportive learning environment.
- Experience designing and delivering training within a contact centre or omnichannel CX environment.
- Familiarity with CRM platforms, telephony systems, digital customer channels, and performance monitoring tools.
- Ability to adapt training approaches to suit different learning styles and experience levels.
- Experience developing digital, video, or blended learning content.
- Certification in training, coaching, or adult learning (desirable but not essential).
- Comfortable working with modern learning technologies and AI‑enabled tools to enhance training delivery.
- 23 Days Holiday + Bank Holidays
- Company Pension Scheme
- Company Sick pay (after qualifying period)
- Cycle to Work Scheme Available
- Employee Reward
Customer Experience Trainer employer: Culligan International
Contact Detail:
Culligan International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Trainer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer experience training. Use role-play with friends or family to build your confidence and refine your responses.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've designed and delivered training programmes. Highlight your ability to adapt to different learning styles and your passion for developing others.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Experience Trainer
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer experience training shine through. We want to see that you genuinely care about developing others and creating positive learning environments.
Tailor Your Experience: Make sure to highlight your relevant experience in contact centre training and soft skills development. We’re looking for specific examples that demonstrate your ability to engage and motivate learners, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your skills and experiences, as we appreciate a well-structured application that’s easy to read.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Culligan International
✨Know Your Stuff
Before the interview, make sure you’re well-versed in customer experience principles and the specific skills mentioned in the job description. Brush up on your knowledge of communication techniques, complaint handling, and how to influence positive outcomes. This will show that you’re not just a fit for the role but also genuinely interested in delivering excellent customer experiences.
✨Showcase Your Training Skills
Prepare to discuss your previous training experiences in detail. Think of specific examples where you designed and delivered training programmes that improved performance. Be ready to explain how you evaluated the effectiveness of these sessions and made necessary adjustments. This will demonstrate your ability to continuously improve training initiatives.
✨Engage with the Interviewers
During the interview, don’t just answer questions—engage with your interviewers. Use your communication skills to create a rapport, just like you would in a training session. Ask insightful questions about their current training programmes and how you can contribute to enhancing them. This shows your proactive approach and genuine interest in the role.
✨Be Ready for Role-Play
Since this role involves facilitating training sessions, be prepared for potential role-play scenarios during the interview. They might ask you to demonstrate how you would handle a challenging conversation or deliver a training segment. Practising these scenarios beforehand can help you feel more confident and showcase your facilitation skills effectively.