Customer Service Operational Trainer

An exciting opportunity to become a Customer Service Operational Trainer based at based at various locations across the GTR network.

Purpose of the role:

Reporting into the Senior Customer Service Operational Training Manager, the role-holder is responsible for the delivery of engaging, modern and compliant CS Operational training to contingency managers and those new to a customer-facing role. This role works collaboratively with colleagues across the department to deliver customer-focused, confident  and competent new starters into their business areas.

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 operational standards, railway regulations and the GTR Customer Experience standards.

Principal accountabilities and deliverable

• Deliver industry-leading operational training to new Customer Service Directorate staff.
• Contribute to the development and design of engaging training programmes that put our customer at the heart of the learning.
• Deliver training to ORR, RSSB and GTR Operational Safety Standards.
• 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.
• 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, raising any concerns to the Senior Customer Experience Operational Training Manager.
• Pro-actively seek feedback on course content and delivery from trainees and relevant internal stakeholders.
• Ensure personal operational competency is maintained (compliant with GTR standards)

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:

• CIPD in training and design or equivalent qualifications (preferred)
• Experience in training delivery (preferred)

You will be expected to travel across the GTR network.