Customer Experience Trainer
Arriva Group
London, United Kingdom
1d ago

Responsibilities

The Arriva Learning and Development team are currently recruiting for a Customer Experience Trainer to join the team, on a 6 month fixed term contract.

This is a newly created role in Arriva and will be responsible for delivering and overseeing the roll out of our new exciting customer excellence training sessions.

In addition to delivery of the module you will assist our team in learning new knowledge and skills as well as reflecting on their current and future practice.

Main responsibilities :

  • Contribute to a culture of continuous improvement by identifying and implementing improvements to customer experience team processes, systems and outputs
  • Where applicable undertake small project work during down time not spent training
  • Act as the service champion and roll model traits and behaviours commensurate with the G2G programme.
  • Working with other L&D peers take ownership for development content updating current materials and designing new content in line with business needs.
  • Continuously review eLearning content and LMS provision to ensure is optimised towards the needs of the business.
  • Where applicable input to the creation of digital learning collateral and assist functions with learning content creation.
  • Dedicated and consistent point for G2G initiative
  • Overall ownership for deliver of 'Good to Great' (G2G) customer excellence programme
  • Oversight of all planning and administration related to G2G roll out
  • Person Specification

  • Defines operational talent priorities based on current and future internal / external developments.
  • Creates a network across TOC's / OpCo's that shares insight, opportunities and works collaboratively to build integrated solutions.
  • Builds rapport easily and creates strong internal relationships - is a good listener and is able to translate complex or differing needs into simple plans and solutions.
  • Uses market knowledge and stakeholder or customer relationships for early identification of opportunities and risks.
  • Is commercially aware and able to prioritise actions and solutions.
  • Is persuasive, not manipulative, and carefully balances the needs of stakeholders, and measures the impact to continuously improve.
  • Adept at supporting, coaching and leading others through change.
  • Is completely comfortable working within complex environments and provides leadership that accommodates all cultural differences.
  • Thinks beyond the obvious, challenging the status quo and is an agent of change.
  • Seeks out and implements innovative approaches or new ways of working to continuously improve
  • Consistently thinks creatively when assessing areas for change or projects and develops new ideas and original concepts to find better ways of working
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