Customer Service Trainer (3577)

This is a great opportunity for a customer‑focused individual to deliver engaging, high‑impact training that empowers frontline teams to create great journeys every day.

Job Purpose

The role holder is responsible for the delivery of customer service and operational training to colleagues in a customer‑facing role, enabling new entrants to become customer‑focused and competent.

At this level you will:

• Communicate effectively: Adapt your delivery style to meet your trainees' needs so they understand the learning.
• Deliver a first‑class training experience: Ensure trainees are confident to deliver the learning in their substantive role.
• Ensure compliance with all regulatory and company standards: Deliver courses to GTR customer service standards, operational standards and railway regulations.

Principal accountabilities and deliverables

• Facilitate and deliver customer service and operational training to Customer Service Directorate staff.
• Use training to create a change in culture and behaviours that put customer service standards at the heart of the customer experience.
• Contribute to the development and design of engaging training programmes that put our customers at the heart of the learning.
• Pro‑actively review industry (Rail and Training) best practice and make recommendations to adapt content and delivery styles to continually improve our service offering.
• Coach and mentor colleagues, providing structured guidance and performance feedback to drive customer excellence.
• Ensure technology is utilised to its maximum potential, to facilitate remote learning where needed and deliver a modern, cost‑effective, outcome‑driven training experience to trainees.
• Regularly engage with internal stakeholders across the business to ensure the training meets their requirements, in terms of course content and delivery timeframes.
• Seek feedback on course content and delivery from trainees and relevant internal stakeholders.
• Ensure personal operational competency is maintained (compliant with GTR standards).
• There may also be a requirement to work an on‑call roster. If applicable, this will be advised by your line manager.

Experience, Knowledge & Qualifications

• Clear communication style, adaptable to suit the audience.
• Flexible and pro‑active approach to work.
• Focused on continuous improvement.
• Excellent organisational skills and ability to multi‑task and work to deadlines.
• Adopt a solution‑led approach to your work.
• Problem‑solver.

Additional Requirements

• Experience in training delivery (preferred).
• CIPD in training and design or equivalent qualifications (preferred).
• The successful candidate will be required to join the customer service on‑call roster.

What we can offer you

• Final salary pension.
• Free travel on GTR and sister groups for you and your family.
• 75% off travel on other train operating companies for you, and leisure for your family.
• Discounted Oyster Card.
• GTR offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave – all part of our commitment to family‑friendly policies.
• StarHub – our great benefits package which, for example, includes discounts with many retailers.