Customer Experience Training Manager

• Define Service Excellence: Create a clear and inspiring vision of outstanding service tailored to our customer base
• Training & Coaching: Design and deliver engaging training programmes to our front-line customer-service telephone and delivery driver teams. Covering service excellence, sales skills, and product knowledge, travel your local region to coach, support, and energise teams in-person
• Sales Skills Development: Equip Customer Service Advisors with the skills to upsell and cross-sell effectively. Support them in conducting outbound calls with empathy and confidence — helping retain and convert customers while maintaining our compassionate brand tone
• Learning Materials Development: Work with colleagues and suppliers to develop high-quality training materials that reach all team members and bring our service standards to life
• Mystery Shopping: Implement and manage a mystery shop programme, using insights to drive performance and celebrate success
• Demonstrate Commercial Impact: Prove the training function’s commercial value to build a business case for national expansion
• Stakeholder Collaboration: Partner with key internal teams to align service strategy, training delivery, and performance improvement initiatives
• Customer Experience Evolution: Stay ahead of industry trends and competitor activity to continuously evolve our service offering
• Performance Monitoring: Track service metrics, customer feedback, and training outcomes to inform strategy and report to leadership
• Culture Champion: Foster a passion for service, food and customer care — ensuring every interaction brightens the customer’s day

• Proven experience in training customer service
• Proven experience in customer service leadership or service design
• Strong coaching and communication skills, with a warm and engaging style
• Ability to travel regionally and sometimes nationally
• Experience in food, home delivery, or adult social care sectors is a plus
• You must have held a UK manual driving licence for at least 2 years
• All offers of employment are subject to a Driving Assessment, and Driving Licence checks

Experience in food, home delivery, or adult social care sectors is a plus

• Competitive salary – accredited Living Wage employer
• Company car
• 25 days holiday per year, plus bank holidays
• Option to purchase up to 5 additional days holiday per year
• Generous annual bonus scheme
• Pension scheme - employer matched contributions up to 4%
• Life assurance scheme worth 2x annual salary
• Free turkey or voucher at Christmas
• Perkbox scheme including salary sacrifice options and retail discounts