Customer Experience Trainer

This role is initially responsible for delivering a mix of workshops ranging from a companywide induction, essential business skills and EDI workshops. This is an exciting opportunity to use your passion and knowledge to engage and develop your colleagues. Opportunities to deliver further courses will be available in future, as solutions are developed.

You will deliver an innovative approach that meets the needs of our learners and responds to business priorities. You will use your existing skills and experience, along with ideas and activity already taking place in Thames Water to deliver learning programs that will take place across various Thames Water sites, to a range of different colleagues and roles.

You will be responsible for maintaining our quality of learning and commitment to accessibility, to create an inclusive learning culture to enable our people to succeed at the point of need. Your role will be instrumental in creating a learner-led organisation promoting work-based, collaborative and social learning and making learning easy, accessible, relevant and impactful.

This is an office-based role, requiring frequent on-site visits to Thames Water locations to deliver face-to-face inductions, with flexibility to work in a hybrid way for planning and design.
 
What you’ll be doing as a Learning Delivery Trainer

• Delivery of learning programs to a variety of audiences.
• Understand the importance of Learner Experience and how this plays a part in curriculum design.
• Develop great working partnerships with other support areas, planning and quality to deliver fit-for-purpose solutions that drive performance improvement.
• Facilitate engaging training sessions through various methods, including workshops, virtual sessions, and on-the-job learning.
• Act as an authority for learning/training design, ensuring learning is creative, engaging and effective for all learning styles.
• Support the transformation of learning to a 70/20/10 model.
• Ensure all learning solutions designed and delivered have clear learning objectives (using Bloom's Taxonomy) and business outcomes.
• Use a range of technologies and solutions to develop a learning-led culture of self-development and continuous learning and development.
• Have a strong interest in innovative learning approaches and modern training techniques.
• Ensure that company policy, goals and objectives are being adhered to and represented within the design of learning.
• Work with subject matter experts to gather and refine the raw content information.
• Engage across Thames Water to obtain buy-in and commitment for the learning solution.
• The success of this role will be measured by improvements in new hire engagement scores, retention rates, and feedback from induction participants and stakeholder feedback.

 
Base Location: Hybrid – Reading /Swindon with frequent travel required
Working Pattern or hours: 36 hours
 
What you should bring to the role
To thrive in this role, the essential criteria you’ll need are:

• Strong knowledge of Learning and Development principles and practices.
• A good understanding of learner and employee experience and a passion for effective onboarding.
• Experience in creating learning pathways and curriculum design.
• An excellent communicator and facilitator with a passion to share your knowledge with others.
• Solution and outcome-driven with a strong business perspective.
• Excellent organisational skills with strong attention to detail and accuracy.
• Ability to manage and meet deadlines with a high level of problem-solving skills.
• Be teamwork oriented with demonstrated experience working in a collaborative team environment.
• Part-time hours available but must be available every Monday for Corporate Induction.

Additional skills and experiences would be great to have/bring:

• Ability to design engaging blended learning solutions.
• The ability to provide constructive, timely feedback to improve performance, including behaviours.
• Project management knowledge with the ability to structure, plan, control, and co-ordinate multiple tasks.
• Previous experience in a regulated environment alongside knowledge of adult learning theories and their application in induction programs

 
What’s in it for you?

• Competitive salary up to £50,000 per annum, depending on experience
• Annual Leave - 26 days holiday per year increasing to 28 with the length of service (plus bank holidays)
• Performance-related pay plan directly linked to company performance measures and targets
• Generous Pension Scheme through AON
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

 
Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job, and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values
Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know; we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.