At a Glance
- Tasks: Deliver engaging training to empower customer service teams and enhance their skills.
- Company: Join a leading rail company focused on customer excellence and team development.
- Benefits: Enjoy free travel, discounts, and a comprehensive benefits package.
- Other info: Flexible work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by shaping the future of customer service in the rail industry.
- Qualifications: Experience in training delivery and strong communication skills are preferred.
The predicted salary is between 30000 - 40000 £ per year.
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.
Customer Service Trainer (3577) in London employer: Govia Thameslink Railway
At GTR, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises customer service excellence and employee development. Located in East Croydon, our team enjoys a range of benefits including free travel for you and your family, a final salary pension, and a commitment to family-friendly policies, all while contributing to a meaningful mission of enhancing customer journeys. Join us to be part of a supportive environment where your training expertise can truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Trainer (3577) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Govia Thameslink Railway. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Govia Thameslink Railway before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Trainer (3577) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Govia Thameslink Railway:Your cover letter is your chance to shine! Tell us why you want to work at Govia Thameslink Railway specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Govia Thameslink Railway!
How to prepare for a job interview at Govia Thameslink Railway
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
