Customer Excellence Trainer

Travel Chapter; Northam; On-site; GBP 28,000 - 40,000; Full time

Job summary

Travel Chapter is seeking a Customer Excellence Trainer to lead onboarding and ongoing training across our Customer Service teams. You will partner with Team Managers to coach staff, raise performance, and uphold high service standards across locations.

The role focuses on creating materials, delivering engaging sessions, and driving continuous improvement in the customer experience. This is an office-based position supporting our UK network.

Qualifications

• Experience in training, coaching or customer service development.
• A genuine passion for helping people learn, develop and grow.
• Strong communication and relationship-building skills, with the ability to engage people at all levels.
• A proactive mindset, with the confidence to identify opportunities for improvement.
• The ability to deliver engaging and effective training in a variety of formats.
• Comfortable working across multiple teams and locations.
• Strong organisational skills and the ability to manage competing priorities.
• A collaborative approach, with the focus on delivering consistently high standards.

Responsibilities

• Delivering engaging onboarding and training for new starters
• Supporting the ongoing development of Customer Service Advisors and Team Managers
• Working alongside managers to support coaching and performance improvement
• Helping maintain consistent quality standards through feedback and calibration sessions
• Creating and updating training materials and learning resources
• Supporting continuous improvement by identifying development opportunities
• Working collaboratively across multiple teams and locations to support consistent customer service standards
• Helping colleagues build the skills, knowledge and confidence needed to deliver excellent customer experiences

Skills

Training delivery

Coaching

Customer service development

Onboarding

Quality standards

Job description

Location: Office-based

Employment Type: Permanent

Closing Date: Friday 4th September

Your next chapter

At Travel Chapter, we are proud to be the holiday home people. From our beginnings in North Devon to supporting thousands of holiday homes across the UK, our people are at the heart of everything we do.

We're looking for a Customer Excellence Trainer to join our team and play a key role in developing our people and supporting performance across our Customer Service function.

This is a varied, hands-on role where you'll be involved in training, onboarding, coaching and supporting quality standards across multiple teams. You'll work closely with Team Managers and stakeholders to help our people build their skills, confidence and capability, ensuring we continue to deliver excellent service to our customers.

If you're passionate about helping people learn and grow, enjoy building strong relationships and are always looking for ways to improve the customer experience, we'd love to hear from you.

What You'll Be Doing

• Delivering engaging onboarding and training for new starters
• Supporting the ongoing development of Customer Service Advisors and Team Managers
• Working alongside managers to support coaching and performance improvement
• Helping maintain consistent quality standards through feedback and calibration sessions
• Creating and updating training materials and learning resources
• Supporting continuous improvement by identifying development opportunities
• Working collaboratively across multiple teams and locations to support consistent customer service standards
• Helping colleagues build the skills, knowledge and confidence needed to deliver excellent customer experiences

What We're Looking For

• Experience in training, coaching or customer service development
• A genuine passion for helping people learn, develop and grow
• Strong communication and relationship-building skills, with the ability to engage people at all levels
• A proactive mindset, with the confidence to identify opportunities for improvement
• The ability to deliver engaging and effective training in a variety of formats
• Comfortable working across multiple teams and locations
• Strong organisational skills and the ability to manage competing priorities
• A collaborative approach, with the focus on delivering consistently high standards

Who We Are

We are Travel Chapter, the holiday home people, and we're on a mission to showcase great places to stay across the UK. From cosy cottages to coastal retreats, we connect guests with memorable stays while supporting property owners every step of the way.

We're proud to be a people-first business and a certified B Corp, committed to doing the right thing for our customers, our communities and our colleagues.

This is a 100% office-based role, with travel to other office locations required.

Ready to start your next chapter?

If you're passionate about developing people, delivering customer excellence and want to play a key role in shaping how our teams learn and grow, we'd love to see your application.