Trainer

South East Water UK; Snodland; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

A leading company in the utilities sector is seeking a Trainer to join their customer-facing team. This entry-level position focuses on delivering high-quality training to colleagues within the Wholesale Service Desk. The role offers a unique chance to inspire others and promote a culture of excellence within the team.

Benefits

Excellent Stakeholder pension scheme with up to 10% employer contribution

5 weeks holiday plus bank holidays, increasing to 6 weeks with length of service

Flexible annual leave policy to buy or sell holiday leave

Paid volunteering days

Cycle to work scheme

Health cash plan

Life assurance

Wellbeing related benefits

Qualifications

• Experience in training and improving performance in a Contact Centre environment.
• Skilled trainer with ability to convey clear messages.
• Passion for developing others and creating confident training environments.

Responsibilities

• Training and supporting new starters to ensure excellent customer service.
• Creating and maintaining training programs for the Wholesale Service Desk.
• Monitoring compliance and conducting quality assessments for advisors.

Skills

Excellent verbal and written communication

Attention to detail

Coaching

Education

4 GCSE passes including Maths and English

NVQ Level 2 or above in Customer Service/Business Administration

Recognised management qualification e.g. ILM

Job description

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Summary:

This is a 1 year fixed-term contract.

Can you share your knowledge in a way that motivates others?

Do you inspire colleagues to reach their full potential?

If so, this could be the opportunity for you...

We want to be the water company people want to be supplied by and want to work for.

You’ll take up this position in a customer-facing team to use your training skills and knowledge to help your colleagues perform at their best. You’ll deliver training to colleagues within the Wholesale Service Desk department, ensuring that our Wholesale Service Desk Advisors have guidance and documented training to support their growth.

Our department helps to manage the network of pipes, water mains and treatment works that make up our water supply network. We solve problems for customers that experience issues with their water supply. This can range from having no water, low pressure, issues with taste or smell and other water supply difficulties. We engage with colleagues across the business to ensure a quick response to problems or incidents when they occur and that customers are kept up to date with our progress.

Previous training experience is essential for this role. You’re passionate about wanting to bring others on; can convey a clear message and have a positivity and enthusiasm that enables others to find the best solutions. You’ll use these qualities to create an environment that leaves people feeling confident and competent in their abilities.

You’ll also monitor the quality of performance and offer upskilling wherever needed. The success of our customer-facing teams will rely on your excellent training sessions and guidance. So, this is your opportunity to make your mark on this exciting role.

Whilst this is a hybrid role, office attendance is based on business need, so some weeks may requires 5 full days in office. You are flexible with this setup, and happy to adapt based on training needs.

Once you pass probation, you will be eligible for a £150 bonus per month.

Main responsibilities:

• Training and supporting all new starters ensuring they are able to undertake the duties required of a Wholesale Service Desk advisor and deliver excellent standards of customer service, effectively and efficiently.
• Coaching and developing existing staff through training programmes designed to support continuous improvement in the Wholesale Service Desk and the wider business areas.
• Creating, reviewing and maintaining training programs and documented procedures for each process or identified topic used within the Wholesale Service Desk with the aim to improve efficiency to ensure customer first time resolution.
• Monitoring compliance with existing processes through monthly Quality Assessments for Wholesale service desk advisors, providing feedback for all assessments to their line managers and creating personalised improvement action plans where appropriate.
• Ensuring that all work carried out complies with the regulatory and industry standards.
• Supporting Wholesale Household in all areas including: Appointments, calls, all other work queues.
• Building relationships internally within the team and across the wider business areas by involving all staff when documenting procedures and agreement of improvement measures.
  
  

What you'll need:

Skills / Experience / Qualifications:

• 4 GCSE passes (or equivalent), including Maths and English.
• An NVQ Qualification Level 2 or above in Customer Service/Business Administration and/or a recognised management qualification e.g. ILM.
• A skilled trainer with experience in training and improving performance in a Contact Centre environment.
• Excellent verbal, written and presentation communication skills with an attention for detail.
  
  

We want to be the water company people want to be supplied by and want to work for.

We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

Benefits package:

• Excellent Stakeholder pension scheme, up to 10% employer contribution.
• 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
• Flexible annual leave policy to buy or sell holiday leave.
• Paid volunteering days.
• Cycle to work scheme.
• Health cash plan.
• Life assurance.
• Wellbeing related benefits.
  
  

What can you expect from your recruitment?

• To apply for this position, please submit your CV on our career’s website.
• It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.
• Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.
  
  

If this sounds like the opportunity you’ve been looking for, apply now!

South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.

Compensation package:

£26,050 + £150 per month OTE once probation is passed

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Human Resources

• Industries

  Utilities

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