Customer Service Training Design Manager (2955)

Bring Customer Service to Life Through Exceptional Training Design

Are you passionate about creating engaging, impactful training that empowers teams and elevates customer experiences? We're looking for a dynamic Customer Service Training Design Manager to lead the development of innovative training solutions for our Customer Service Directorate (CSD).

In this pivotal role, you'll shape the way our teams learn, grow, and deliver on our promises to customers—through immersive content, collaborative design, and data-driven insights. If you're a strategic thinker with a flair for stakeholder engagement and a drive to make a real difference, we'd love to hear from you.

Key Responsibilities

• Use customer insight, internal feedback, and external best practices to shape our customer service training proposition.
• Collaborate with the Customer Experience team to ensure training content meets customer and stakeholder needs.
• Design modern, enjoyable, and memorable training using agile and innovative delivery methods.
• Translate our customer proposition into clear, engaging content that reinforces the “brilliant basics” of service excellence.
• Partner with Stations, On Board, and Rail Enforcement teams to identify training needs and co-create solutions.
• Manage relationships with external training providers to ensure quality and consistency.
• Coordinate training design efforts, ensuring clear, measurable learning objectives.
• Continuously seek and apply best practices from across industries to enhance our training approach.
• Support the Operational Training team with feedback and improvement opportunities.
• Lead the design and execution of training evaluation and quality assurance processes.
• Oversee and project manage the rollout of new training initiatives across CSD.
• Ensure all training content aligns with GTR's customer and operational standards.
  
  

What We're Looking For

• Proven experience in training design and development, ideally within a customer service or operational environment.
• Strong stakeholder management and communication skills.
• Ability to translate strategic goals into engaging, learner-focused content.
• Experience with modern learning technologies and agile delivery methods.
• A proactive, collaborative approach with a passion for continuous improvement.
  
  

What You'll Get

Living locally, you'll have a short commute and rewarded with an interesting and varied work schedule, in an environment where learning and progression is actively encouraged. You'll enjoy great company and industry benefits, as well as the support of a passionate team. Along with comprehensive and ongoing training, your benefits will include free travel on our network, privilege rate oyster card, up to 75% off travel on other TOCs (train operating companies), final salary pension and much more.