Customer Experience Training Lead

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

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.