Customer Training & Experience Specialist

SES Water Limited; Redhill; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Competitive Salary

Performance Bonus

Pension Scheme

Private Healthcare Benefits

Professional Development Opportunities

Employee Discount Programme

Generous Annual Leave Entitlement

Job summary

South West Water is seeking a Customer Training & Development Specialist to develop and deliver training that equips customer service teams with the confidence, skills, knowledge and behaviours needed to deliver outstanding service and meet performance, regulatory and business objectives.

Acting as the bridge between strategy and frontline delivery, you will translate company goals and service standards into practical, impactful learning solutions that support both individual and business

Qualifications

• Experience in training delivery, learning design or customer service training.
• Ability to create engaging training content using a variety of learning modalities.
• Strong communication, facilitation and coaching skills.
• Analytical mindset with the ability to use data to identify learning needs and drive effective learning solutions.
• Adaptable and responsive, able to adjust quickly to operational and strategic changes.
• Experience using Learning Management Systems (LMS) and data-driven evaluation tools.
• A collaborative approach and the ability to work effectively within cross-functional teams.

Responsibilities

• Design and deliver engaging training programmes covering onboarding, systems, customer experience, service standards and compliance.
• Collaborate with stakeholders to conduct training needs analysis and identify development opportunities.
• Continuously improve learning solutions through proven training methodologies and emerging technologies.
• Develop training content using performance data across multiple platforms, including digital learning modules, presentations and assessments.
• Translate customer insights, complaints and audit findings into meaningful learning opportunities.
• Evaluate training effectiveness through assessments, feedback, performance metrics and continuous feedback loops.
• Identify learning gaps and support continuous improvement through enhanced training design and delivery.
• Ensure all training aligns with company values, regulatory requirements, including Ofwat, GDPR and PSR, and performance expectations.
• Work closely with Quality Assurance and Continuous Improvement teams to successfully embed process changes.
• Present training outcomes and impact to a broad range of stakeholders.

Skills

Training delivery

Learning design

Coaching

Data analysis

LMS

Cross-functional teamwork

Education

Degree in Training & Development

CIPD Learning & Development

Certifications in training / instructional design

E-learning / instructional design tools certification

Tools

LMS

Job description

South West Water is seeking a Customer Training & Development Specialist to develop and deliver training that equips customer service teams with the confidence, skills, knowledge and behaviours needed to deliver outstanding service and meet performance, regulatory and business objectives.

Acting as the bridge between strategy and frontline delivery, you will translate company goals and service standards into practical, impactful learning solutions that support both individual and business