Customer Training & Performance Coach

SES Water Limited; Redhill; Remote; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Competitive Salary

Performance Bonus Scheme

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 design and deliver learning solutions that improve customer service and performance. You will bridge strategy and frontline delivery, turning goals into practical training across onboarding, systems and service standards.

The role requires experience in learning design, strong communication and data-driven evaluation, and the ability to work with cross-functional teams.

Qualifications

• Experience in training delivery, learning design or customer service training.
• Ability to create engaging training content using various modalities.
• Strong communication, facilitation and coaching skills.
• Analytical mindset with data-driven needs analysis.
• Adaptable to operational and strategic changes.
• Experience using LMS and data-driven evaluation tools.
• Collaborative approach within cross-functional teams.

Responsibilities

• Design and deliver onboarding, systems, customer experience, service standards training.
• Collaborate with stakeholders for training needs analysis and development opportunities.
• Continuously improve learning solutions using proven methodologies and emerging technologies.
• Develop training content using performance data across modules, presentations and assessments.
• Translate customer insights and audit findings into learning opportunities.
• Evaluate training effectiveness through assessments and feedback loops.
• Identify learning gaps and support continuous improvement in design and delivery.
• Ensure training aligns with regulatory requirements including Ofwat, GDPR and PSR.
• Work with QA and CI teams to embed process changes.
• Present training outcomes to stakeholders.

Skills

Experience in training delivery,

Learning design

Customer service training

Engaging training content

Communication & coaching

Analytical mindset

LMS usage

Collaborative teamwork

Education

Degree in Training & Development, Business

CIPD Learning & Development qualification

Tools

Learning Management Systems (LMS)

Job description

South West Water is seeking a Customer Training & Development Specialist to design and deliver learning solutions that improve customer service and performance. You will bridge strategy and frontline delivery, turning goals into practical training across onboarding, systems and service standards.

The role requires experience in learning design, strong communication and data-driven evaluation, and the ability to work with cross-functional teams.