East Midlands Railway (EMR)
Job Opportunity: Customer Experience Training Manager (18-Month Secondment)
This is an excellent secondment opportunity for someone with good frontline CX experience and extensive knowledge of ticketing and delivering excellent customer service.
We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands.
We have an exciting opportunity to join the Organisational Development Training Team, as a Customer Experience Training Manager on an 18-month secondment. In this role, you will be reporting to the Lead Customer Experience Training Manager. As a Customer Experience Training Manager, you will provide high-quality training primarily around conflict management to all front-line staff within the organisation, additionally delivering retail ticket training as required.
This role is 37 hours per week, 8:00 am – 4:00 pm with some flexibility, office-based in Derby.
What else you’ll be involved in:
- Develop and deliver training programs, ensuring that training meets our operational and retail standards.
- Utilise knowledge of training styles and techniques to develop a range of training suitable for all learning styles to maximise learning capacity.
- Maintain records of training and assessment and monitor training results through feedback and audits.
- Ensure great customer experience is encouraged and embedded within training.
- Assist with Learning and Development Projects in order to support business change and growth plans.
- Deliver the highest standard of Customer Experience training through effective planning and monitoring of Mystery Shopper results, identifying and addressing any resulting weaknesses.
To be successful in the role:
- It is essential that you have a background working in customer experience.
- Previous experience of delivering training and experience of retail ticketing in rail is desirable.
- We are looking for someone who is full of bright ideas and passionate about maximising the potential in others to ensure we deliver an outstanding customer experience.
- You should be able to inspire people to be at their best and be committed to delivering a training experience that is second to none.
- Proficient in the use of computers and a variety of software packages, in particular the creation of PowerPoint presentations.
To apply please complete the online application form and upload your CV. As we operate a blind screening process, please remove all personal information, including your name, from your CV.
Informal enquiries are welcome to Dave Stannard.
Selection Criteria Question: Please tell us why you would make an excellent Customer Experience Training Manager at East Midlands Railway.
Closes: 16th August
Interviews: 25th & 26th August
If you’re successful in this role, you’ll be expected to support our frontline colleagues at some points throughout the year. This might be undertaking safety-critical work, for which you’ll receive training, but it could just be helping out with Customer Service when our stations are busy. We’re One Team, and that means our managers step up for the frontline, not just manage from a distance. Supporting frontline colleagues is part of our DNA at EMR.
