Customer Service Trainer

Bristol | Health & Nursing

Based in Bristol/Hybrid

Permanent, Full time

Between £30,000 - £40,000 per annum


Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).


Our extensive experience supporting complex case management services across the globe and experience of working with the DWP enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture. 


As the core trainer you will be responsible for designing and delivering effective and engaging training packages. You will support and develop Online Trainers to share best practices and to ensure a consistent approach to training is maintained. You will also be contributing ideas to continuously improve training and development programmes based on both business and stakeholder requirements and will ensure all administration of training and reports are completed, up to date and accurate, for example, attendance register, training logs and skills matrix.


Reporting directly into the Training and Development Manager, whilst working closely with Team Managers and Operational Managers across the business to discuss training requirements and continuous improvements.


Your main responsibilities:

  • Ensure the effective delivery of induction, mandatory and specialist training throughout the business, including onsite and virtual delivery.
  • Design and develop innovative and engaging training programmes in line with the latest customer research.
  • Support in the development of Online Trainers, ensuring that they deliver exceptional training to all members of staff.
  • Ensure all training records are kept up to date / are accurate.
  • Support the Training Manager in managing the training plan and setting expectations to stakeholders to deliver appropriate and timely training to the operation. 
  • Identify training and development needs within the organisation through regular consultation with Team Managers and Operational Managers
  • Carry out TNA and develop new training programmes when required by the operation / client.
  • Evaluate and continuously improve all training programmes and materials on a regular basis (Regular = minimum requirement, 6 monthly intervals)


What you'll need to do the role:

  • Experience in both facilitation and design of training programmes 
  • Experience within the customer service industry  
  • Excellent written and verbal communication skills with an ability to manage stakeholders within the business.  
  • Excellent people leadership capability with high emotional intelligence 
  • A good working knowledge of Microsoft applications - Word, Excel, Outlook and PowerPoint systems 


What we offer

  • Up to 6% contributory pension scheme
  • Life insurance
  • 25 days annual leave plus bank holidays. Options for annual leave purchase & carry over
  • A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
  • A fantastic culture and supportive team where you'll get the chance to make a positive difference in a company passionate about diversity and inclusion.
  • Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
  • Interesting and enjoyable work.
  • Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.




About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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Contract Type
Expiry Date
30/05/2024 01:08:00
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