Are you passionate about training and enhancing customer experiences ? We are seeking a dynamic Customer Service Trainer to join a global manufacturing company in this newly created role. You will lead the focus on implementing CS process reviews, develop improvements and then compile training material to deliver to staff globally ensuring a customer-centric culture across the organisation.
As the Customer Service Trainer you will work with CS teams based in the USA, Europe and Far East to review, develop and train on new CS processes. This is a hybrid-based role with 50% of the time spent in the Nottingham office and 50% at home.
Reporting to the Global Customer Service Manager (based in UK), you will liaise with approx. 80 CS advisors and approx. 10 Supervisors across the globe to review processes and identify improvements. You will then create and deliver training material so the improvements can be shared with all teams.
The ideal person will come from an engineering / manufacturing CS background so they have a good understanding of the potential challenges that can arise such as material shortage, manufacturing issues, transport delays, plus legislative and regulatory processes that may need to be followed.
Experience compiling and delivering training material to a varied audience, ideally internationally is essential.
Some travel will be required to visit the teams and deliver training or process reviews in person. Places may be USA, Far East and Europe for a few days at a time.
Salary & Benefits:
- Salary of c£45k (dependent on experience)
- Annual Bonus Scheme (up to 8%)
- Laptop, screen, mobile etc provided
- 25 Days Holidays plus bank holidays
- Plus, other benefits
Key Responsibilities of Customer Service Trainer :
- Customer Experience Initiatives: Lead initiatives to improve the customer experience based on feedback.
- Customer Feedback Analysis: Evaluate customer feedback and data to identify pain points and enhance the customer journey.
- Process Implementation: Ensure all teams consistently apply new process improvements.
- Training & Development: Create and facilitate training on new processes and policies, promoting customer-focused best practices.
- Documentation: Develop and maintain resources to guide staff on service standards, system tools, policies, and procedures.
- Performance Monitoring: Initiate and track performance metrics related to departmental processes and customer service touchpoints.
- Cross-Functional Collaboration: Work with marketing, sales, product development, and customer service teams to align customer experience efforts with business objectives.
- Service Standards: Support the design and implementation of customer service standards and guidelines to ensure exceptional service delivery.
- Training Program Development: Create a comprehensive training program for new hires and existing sales support teams to become experts in product, policy, procedure, and service.
Qualifications and skills required of Customer Service Trainer :
- Education: Bachelor's degree in business or a related discipline (or equivalent experience).
- Experience: Minimum of 3 years in a customer experience and/or training role, preferably in a B2B customer service environment, but B2C considered.
- Training Expertise: Proven experience in creating and delivering training programs.
- Flexibility: Willingness to work flexible hours to support a global team by travelling to them to deliver training.
- Communication Skills: Excellent verbal and written communication skills, adaptable to various audiences.
If you have the required skills and qualifications for the Customer Service Trainer role and would relish an exciting challenge, please contact Stuart Cooper directly on to discuss the position in further details. Alternatively, please email your CV to
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