Customer Experience Centre Trainer \u0026 Coach

Group 1 Automotive; Widford; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

33 days annual leave

Retail discounts

Company pension

Cycle-to-work

Healthcare support 24/7 access

Job summary

Group 1 Automotive is seeking a Learning & Development specialist to design, develop and deliver onboarding and ongoing training for the Customer Experience Centre. You will create materials and deliver coaching to improve quality and performance across channels.

You will monitor feedback, analyse performance data and implement development plans to drive colleague progression and compliance. Flexible working options are available.

Qualifications

• Experience designing and delivering engaging learning programmes.
• Strong facilitation, presentation and coaching skills.

Responsibilities

• Design, develop and deliver onboarding, induction and ongoing training programmes for Customer Experience Centre colleagues.
• Create and maintain learning materials including guides, e-learning modules, videos and classroom content.
• Deliver coaching sessions focused on quality, productivity and customer experience.
• Use feedback and performance data to identify development opportunities and capability gaps.
• Monitor customer interactions to ensure service excellence and compliance.
• Produce reporting on training effectiveness and colleague progression.
• Support delivery of KPIs and change initiatives with targeted learning solutions.

Skills

Training experience

Coaching skills

Learning programme design

Performance data analysis

Communication skills

Stakeholder management

Organisational skills

GDPR knowledge

Digital learning tools

Tools

Microsoft Office

Learning management systems

Contact centre technologies

Job description

What we can offer you

• Enjoy 33 days of annual leave (including bank holidays) to rest and recharge
• Save money every day with our exclusive retail discounts
• Drive a great deal with discounts on new and used cars, plus servicing offers
• Plan for the years ahead with our company pension scheme
• Balance home and work with our industry-leading family-friendly policies designed to help you spend more time with the people that matter
• Commute for less with our cycle-to-work scheme
• Prioritise your wellbeing with dedicated support for you and your family 24/7 access to healthcare professionals , ensuring you get the expert advice you need quickly and easily
• Make a difference with a paid day to volunteer in your community
• Invest in your future with our company share purchase plan
• Earn financial rewards when you refer a friend to join the team
• Keep learning and growing with our training and development opportunities for everyone.
• Life assurance with the option to increase cover
• We're open to flexible working options - just ask

What you'll do day to day

Design, develop and deliver engaging onboarding, induction and ongoing training programmes for Customer Experience Centre colleagues.

Create and maintain learning materials including training guides, e-learning modules, videos, knowledge resources and classroom content.

Deliver regular coaching sessions focused on improving quality, productivity, customer experience and commercial performance.

Use quality assessments, customer feedback and performance data to identify development opportunities and capability gaps.

Create and monitor development plans to support colleague growth, performance and career progression.

Monitor customer interactions across telephone, email, web chat and digital channels to ensure service excellence and compliance standards are met.

Conduct quality assurance reviews and provide actionable feedback to support continuous improvement.

Identify trends, root causes and coaching opportunities that impact customer outcomes and operational performance.

Support the delivery of key contact centre KPIs, including conversion, productivity, quality assurance and compliance measures.

Deliver training and coaching on company policies, regulatory requirements, GDPR and customer communication standards.

Support the implementation of new systems, processes, products and operational initiatives through targeted learning solutions.

Partner with Team Leaders and operational stakeholders to identify development priorities and improve colleague capability.

Act as a subject matter expert for customer contact processes, systems and customer experience standards.

Produce reporting and insights on training effectiveness, quality outcomes and colleague progression.

Help embed a culture of continuous learning, coaching and accountability across the Customer Experience Centre.

Support business change programmes and transformation initiatives while promoting best practice across all teams.

Helpful skills and qualifications

• Previous experience in a training, coaching, quality assurance or contact centre development role
• Strong facilitation, presentation and coaching skills
• Experience designing and delivering engaging learning programmes
• Ability to analyse performance and quality data to identify development opportunities
• Excellent communication and stakeholder management skills
• Passion for colleague development, coaching and continuous improvement
• Strong organisational skills with the ability to manage multiple priorities
• Experience working within customer service, contact centre or customer experience environments
• Understanding of compliance requirements including GDPR and customer communication standards
• Confident using digital learning tools, contact centre technologies and Microsoft Office applications
• Ability to build strong relationships, influence others and drive positive behavioural change
• A proactive, collaborative and customer-focused mindset

We value diversity and believe it strengthens our team.

Be part of something big

Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail. But you don't need to love cars to work with us - just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people.

Our Values

• Respect
• Integrity
• Transparency
• Teamwork
• Professionalism