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.

You will lead onboarding, induction, and ongoing development programmes, working closely with Quality Assurance, Operations, and Management to align training activity with business objectives, customer expectations, and performance outcomes. You will play a key role in fostering a positive learning culture and driving continuous improvement across the customer experience.

Core Responsibilities

• Deliver engaging training for new starters and existing colleagues across contact centre and omnichannel roles, supporting effective onboarding and role readiness
• Design, update, and maintain training materials aligned to company standards
• Work with operational leaders and QA to identify training needs, capability gaps, and performance trends
• Deliver refresher training and development to support system changes, new initiatives, and performance improvement
• Provide classroom and side‑by‑side coaching to reinforce learning and support consistent performance in live environments
• Evaluate training effectiveness using feedback and performance data, continuously improving learning impact
• Maintain accurate training records and reporting through relevant systems, ensuring visibility of completion, capability, and compliance