Customer Experience Training Manager

Mitie Group plc.; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading facilities management company in the UK seeks a Customer Experience Training Manager to lead training programs for cleaning staff at Manchester Airport. This role involves ensuring compliance with training standards, delivering coaching, and enhancing customer service excellence. The ideal candidate will have significant experience in training and auditing, superb communication skills, and a strong focus on customer satisfaction. This is an essential position for improving operational quality and service standards.

Benefits

Competitive salary

Health and safety training

Career development opportunities

Qualifications

• Demonstrated experience in training and compliance within facilities management or cleaning.
• Strong background in customer service with proven results in improving passenger experience.
• Excellent coaching and mentoring skills to develop teams.

Responsibilities

• Lead the development and delivery of training programs for cleaning staff.
• Conduct training audits and ensure compliance with legal requirements.
• Champion customer service excellence and enhance cleaning standards.

Skills

Training and compliance expertise

Strong customer service focus

Coaching and mentoring

Data analysis for improvement

Problem-solving skills

Effective communication

Education

Certification in Train the Trainer

Level 3 Award in Education and Training

Tools

Learning Management Systems (LMS)

Job description

Customer Experience Training Manager

Location: Manchester Airport

Job Purpose

The Customer Experience Training Manager will lead the development, delivery, and management of comprehensive training programs for cleaning and soft services staff at Manchester Airport. This role is pivotal in ensuring compliance with Mitie processes and airport standards, while driving customer service excellence. Responsibilities include auditing cleaning teams, coaching and mentoring staff, and overseeing compliance for all training on site to meet legal and operational requirements. The CX Manager will play a key role in enhancing the overall customer experience through effective training and continuous improvement initiatives.

Key Responsibilities

Training & Compliance

• Ensure all cleaning and soft services staff are fully trained in Mitie processes, health & safety regulations, and customer service standards.
• Maintain accurate training records and ensure all staff meet mandatory training requirements (e.g., COSHH, Manual Handling, First Aid).
• Conduct training audits to verify compliance and identify areas for improvement.
• Implement best practices in training, incorporating new techniques and customer service trends.
• Develop e‑learning modules, practical sessions, and on‑the‑job training programmes.
• Ensure all training programmes align with CAA (Civil Aviation Authority) and Manchester Airport security regulations.

Auditing & Compliance

• Conduct regular audits of cleaning operations to ensure adherence to Mitie processes, safety guidelines, and service level agreements (SLAs).
• Monitor and evaluate cleaning standards across all terminals, providing feedback and improvement plans to Terminal Managers.
• Work closely with Terminal Managers to address non‑compliance issues and implement corrective actions.
• Ensure cleaning teams follow correct procedures for equipment use, PPE, and chemicals in line with COSHH regulations.

Coaching & Mentoring

• Provide ongoing coaching and mentoring to supervisors and front‑line cleaning staff.
• Deliver customer service training, ensuring all staff understand their role in improving the passenger experience.
• Identify training gaps and support career development within the team.
• Work closely with operational teams to build a culture of excellence and continuous improvement.

Customer Experience & Service Excellence

• Champion customer service excellence within cleaning and soft services teams, ensuring a world‑class passenger experience.
• Work closely with Manchester Airport management, customer feedback teams, and Mitie's senior leadership to enhance service standards.
• Implement passenger satisfaction initiatives, using real‑time feedback (e.g., FeedbackNow).
• Investigate and resolve customer complaints related to cleanliness and soft services.
• Lead initiatives to drive improvements in NPS (Net Promoter Score) and ASQ (Airport Service Quality) ratings.

Health & Safety Compliance

• Ensure all Health & Safety policies and risk assessments are adhered to in line with Mitie and Manchester Airport standards.
• Maintain compliance with manual handling, fire safety, slips/trips/falls prevention, and airport security training.
• Ensure correct incident reporting and staff compliance with CAMMS (Health & Safety reporting system).
• Promote a safety‑first culture, reducing workplace accidents through proactive training and awareness.

Qualifications & Certifications Required

• Certification in Train the Trainer or equivalent.
• Level 3 Award in Education and Training (AET) or higher (e.g., PTLLS).
• Training in COSHH (Control of Substances Hazardous to Health).
• Manual Handling Training.
• Health & Safety Awareness, preferably IOSH Managing Safely or NEBOSH Certificate 1.

Desirable Qualifications & Certifications

• Certification in Customer Service Excellence.
• First Aid at Work (FAW) or Emergency First Aid Certification.
• Experience with Cleaning Industry Standards (e.g., BICSc or equivalent).
• Airport Security Awareness Training.
• Mental Health First Aid Certification.
• NVQ Level 3 in Cleaning Supervision or Facilities Management.
• LEAN Six Sigma or Continuous Improvement Certification.
• Experience with compliance reporting systems such as CAMMS or CEMAR 2.

Experience & Skills Required

• Demonstrated experience in training and compliance within facilities management, cleaning, or soft services.
• Extensive auditing and compliance experience in cleaning or airport operations.
• Strong background in customer service, with a proven track record of improving passenger experience and NPS scores.
• Excellent coaching and mentoring skills, with experience leading and developing teams.
• Experience working in regulated environments such as airports, hospitality, or transport.
• Exceptional communication and interpersonal skills, capable of engaging effectively with staff, airport management, and stakeholders.
• Ability to analyse data and trends to drive continuous improvement in service delivery.
• Strong problem‑solving and decision‑making skills.
• Proficiency in Microsoft Office, Learning Management Systems (LMS), and reporting tools.