Customer Experience Coach & Training Leader

Group 1 Automotive; Widford; Hybrid; 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

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.