Customer Experience Training Manager

• Define a clear and inspiring vision of outstanding service tailored to our customer base
• Design and deliver engaging training programmes to our front-line staff in the East Midlands region, covering service excellence, sales skills, and product knowledge
• Equip customer service advisors with the skills to upsell and cross-sell effectively
• Work with colleagues and suppliers to develop high-quality training materials
• Implement and manage a mystery shop programme, using insights to drive performance and celebrate success
• Prove the regional training function’s commercial value to build a business case for additional national resource
• Partner with key internal teams to align service strategy, training delivery, and performance improvement initiatives
• Stay ahead of industry trends and competitor activity to continuously evolve our service offering
• Track service metrics, customer feedback, and training outcomes to inform strategy and report to leadership
• Foster a passion for service, food and customer care

• 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
• Comfortable with digital tools and virtual training platforms
• Must have held a UK manual driving licence for at least 2 years

Experience in food, home delivery, or adult social care sectors

• 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