At a Glance
- Tasks: Deliver engaging training to empower customer service teams and enhance their skills.
- Company: Join GTR, a leading transport company focused on customer excellence.
- Benefits: Enjoy 25 days holiday, free travel, healthcare, and a fantastic pension scheme.
- Other info: Flexible working 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 essential.
The predicted salary is between 30000 - 40000 £ per year.
GTR are recruiting a Customer Service Trainer based out of East Croydon. This is a great opportunity for a customer-focussed 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, delivering customer-focused and competent new entrants.
At this level you will:
- Communicate effectively: Adapting your delivery style to meet your trainees' needs to ensure they understand the learning.
- Deliver a first-class training experience: Ensuring trainees are confident to deliver the learning in their substantive role.
- Ensure compliance with all regulatory and company standards: Ensuring courses are always delivered to GTR customer service standards, GTR 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 which 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 (both 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
The job requires the following blend of experience/knowledge, skills, and behaviours (all are essential, unless otherwise shown):
- Clear communication style, adaptable to suit the audience.
- Flexible and pro-active approach to work.
- Focussed 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.
- Stakeholder management.
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.
- 25 days holiday plus bank holidays.
- Healthcare.
- 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) employer: GTR
GTR is an exceptional employer, offering a vibrant work culture that prioritises customer service excellence and employee development. Based in East Croydon, the role of Customer Service Trainer provides a unique opportunity to shape the future of frontline teams through engaging training programmes, while enjoying a comprehensive benefits package including free travel for you and your family, generous holiday allowances, and a commitment to family-friendly policies. Join us to make a meaningful impact in the rail industry and grow your career in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Trainer (3577)
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We think you need these skills to ace Customer Service Trainer (3577)
Some tips for your application 🫡
Show Off Your Passion for Learning:When applying for a role in digital learning and education at GTR, make sure to sprinkle your application with examples of your enthusiasm for teaching and learning technologies. Share specific experiences where you've used, designed, or implemented digital learning solutions, as this shows us that you truly get the field.
Highlight Relevant Education and Certification:In the digital learning space, having a strong educational background can set you apart. Don't shy away from showcasing your degrees, certifications, or relevant courses related to e-learning, instructional design, or educational technology. We love seeing candidates who have actively invested in their learning journey!
Tailor Your CV to the Role:Your CV is your first impression, so let's make it count! Focus on your skills directly related to digital learning, such as course development, learning management systems, and data analysis. Be sure to show measurable results from your past roles to demonstrate your impact and effectiveness.
Craft a Compelling Cover Letter:In your cover letter, express not just your qualifications, but your vision for the future of digital education. Discuss how your experiences align with the mission of GTR and highlight any innovative ideas you might have for enhancing learning experiences. This is your chance to connect with us on a deeper level!
How to prepare for a job interview at GTR
✨Get Hands-On with Learning Technologies
Familiarise yourself with common digital learning tools and platforms, like LMS systems or authoring tools that GTR might use. Understanding these will give you an edge and show you’re ready to jump in from day one!
✨Showcase Your Creativity in Lesson Design
Prepare a portfolio of your past projects if you have them, or create sample lesson plans or digital content demos. Being able to discuss your creative approach to engaging students can really set you apart in a full-time role at GTR.
✨Brush Up on Educational Trends
Stay in the loop with the latest trends in digital education, like gamification or personalised learning experiences. This will help you engage in meaningful discussions during the interview and demonstrate your passion for the field.
✨Prepare for Collaborative Scenarios
Expect to be asked about your experience working collaboratively with educators or other stakeholders. Consider discussing how you've contributed to a team effort in creating engaging educational content or improving student outcomes.
