Customer Experience Trainer

Who are we?

Our UK companies are proud to be part of the international Culligan group. We work to provide better water for our customers & consumers around the world. Culligan’s complete line of drinking water solutions, water softeners & water filtration systems set the standard in the water industry. Today, Culligan is proud to have provided world-class service and innovative water solutions for the last 80 years. At Culligan, we’re committed to delivering state-of-the-art products and water solutions that benefit our customers while minimizing the impact on the environment.

Position Overview

We are seeking a confident and engaging Customer Experience Trainer to join our team.

This role is dedicated to the delivery of high-quality training programs aimed at enhancing the skills and knowledge of our customer-facing teams ensuring our agents receive the necessary induction and ongoing training to perform effectively.

As a Trainer, you will be responsible for designing, delivering, and evaluating training programs that align with the call centre’s objectives.

The ideal candidate will be passionate about fostering a positive learning environment and committed to driving excellence in customer service.

• Training Delivery: Conduct engaging and interactive training sessions for new hires and existing staff, focusing on customer service skills, product knowledge, company procedures and systems.
• Training Materials: Develop and maintain comprehensive training materials, including presentations, manuals, and handouts, ensuring content is up-to-date and aligned with company standards. Maintaining up-to-date knowledge of best practices in customer service, technology systems, and training methodologies.
• Needs Assessment: 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.
• Performance Evaluation: Evaluate the effectiveness of training programs through feedback, assessments, and performance metrics, making enhancements as needed to improve outcomes.
• Coaching and Support: Provide ongoing coaching and support to customer service representatives, reinforcing training concepts and promoting continuous development.
• Onboarding: Facilitate the onboarding process for new employees, ensuring they are equipped with the necessary skills and knowledge to succeed in their roles.
• Continuous Improvement: Conduct ongoing training sessions and refreshers for existing staff to address performance gaps and new initiatives.

• 23 days\’ holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to on-going learning and development with our online learning platform
• Free onsite parking
• Life Assurance

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