Operational Trainer
Full Time / Permanent / Salary from £28,000 / Office Based / Stoke
At Water Plus, UK's largest water retailer, we strive to offer a fantastic colleague experience. If you have excellent communication skills and you’re enthusiastic about developing others, we have the opportunity for you as an Operational Trainer!
This is a full time (37.5 hours), permanent role based at our Head Office in Stoke-on-Trent (ST4 4TW).
What’s the role?
You will be responsible for supporting the Operational Training Manager in the creation, planning, organisation, and delivery of high-quality, engaging training to support operational excellence.
Your main area of focus is to design and deliver training to equip operational employees with the necessary skills and knowledge in order to deliver an outstanding service to our customers. You’ll be covering systems, processes and soft skills.
What are some of the duties I’ll be doing?
- Assist the Operational Manager and key stakeholders in the development and delivery of the operational training plan to meet operational priorities.
- You will be proactive, creative and able to work closely with all service departments.
- Design and develop engaging, high-quality blended learning solutions in line with specifications and standards set by the Operational Training Manager, working with relevant process experts in the business to ensure learning content reflects agreed processes and best practice. This activity accounts for 50% of the job holders time.
- Deliver training (classroom, virtual). This activity accounts for 50% of the job holders time.
- Provide end of training report for managers with delegate feedback and evaluation data, and where appropriate, detail performance and conduct whilst in training.
- In conjunction with the Operational Training Manager and the QA team, support operational teams’ continuous improvement by identifying skills gaps and delivering refresher training to ensure colleagues are fully competent in their roles, and to meet the demand of changes to policies and processes.
- Regularly review training material to ensure content remains up to date, aligns with company policies, regulatory requirements, and quality standards, and is informed by latest training theory and methodologies.
- Track training attendance, completion rates, and effectiveness through feedback and performance metrics. Use constructive feedback to refine the design and delivery of training as appropriate.
- Manage multiple training cohorts or projects simultaneously, prioritising tasks effectively to meet training deadlines.
- Schedule training sessions collaboratively with Workforce Management (WFM) to avoid disrupting operational workflows.
What are we looking for from you?
Essential:
- This role may require occasional travel to other service sites or training locations to support training delivery, attend meetings, or participate in cross-site initiatives. Flexibility and willingness to travel as needed is essential.
- 2 - 4 years previous experience of working in a call centre environment with a focus on customer service.
- Confident communicator and communicates effectively at all levels.
- Can explain difficult or complex matters concisely, overcoming any problems in understanding.
- Able to absorb and apply new information effectively.
- Able to identify and address training needs, analysing training data to identify trends or concerns.
- Can work collaboratively with other trainers, subject matter experts, and stakeholders to implement successful training programmes.
- Able to adapt and flex when faced with changing business needs.
- Able to creatively design training.
- Strong presentation abilities, and the capacity to adapt to diverse learning styles.
- Able to evaluate and report on training interventions with a focus on knowledge transfer.
- Able to build rapport, motivate learners, provide constructive feedback and manage group dynamics to create a positive and engaging learning environment.
- Well organised with a keen eye for detail to ensure accuracy and consistency in training materials and delivery, minimising errors and potential problems.
- Familiar with business policies, procedures, and compliance requirements.
- Proficient in Microsoft 365 applications.
Desirable:
- Previous experience of training delivery.
- Knowledge of adult learning principles, instructional design, and various training methodologies.
- Proficiency in using various learning platforms, tools, and technologies to deliver engaging and accessible training e.g. application of eLearning software Articulate 360 and/or design software such as Adobe Creative Suite.
- CIPD Level 3
- TAP Certified Trainer
- Level 3 Award in Education and Training
- Train the Trainer or equivalent qualification
If you enjoy a creative, collaborative and autonomous environment, and want to be part of a supportive team, we’d love to hear from you!
All offers are subject to a satisfactory Disclosure & Barring Service (DBS) check, an address and credit check.
What do we have to offer you?
- A competitive annual salary from £28,000 - dependent upon experience
- 25 days annual leave (pro-rata if you join part way through our annual leave year). Plus never work your birthday, Plus all Bank Holidays. With buy and sell holiday scheme
- Free parking.
- Free Healthcare cashback Plan (re-claiming for spend on optical treatment or dental care and so much more). You can also choose to pay to upgrade your membership to include a partner and children.
- Pension scheme with employer contributions matched up to 6%; Life Assurance.
- Confidential Employee Assistance Programme.
- Access to discounts and offers from 350+ top brands.
- Access to Water Plus Academy to develop personally and professionally.
What is a Water Retailer and who is Water Plus?
When parliament approved The Water Bill in 2014, it declared that the water market could become competitive for non-domestic customers. It ruled that water wholesalers could no longer provide the retail element for their non-domestic customer. Water Plus is a Water Retailer, and we went live in 2017 as a joint venture between United Utilities and Severn Trent and our customers range from small independent businesses to some of the biggest names in the UK.
A few years on, we are an award-winning trusted water retail partner for around 350,000 non-domestic customers across England and Scotland. Amongst other accolades, we have recently won the UK Customer Satisfaction Award for Sustainable Customer Service for 2025, for our work with customers and employees – the second UK Customer Satisfaction Award we have won in two years.
Please note: We may close this advert at any time, therefore, you are encouraged to apply as soon as you can. If you have any questions regarding your application, please email us at recruitment@water-plus.co.uk
Job Types: Full-time, Permanent
Pay: From £28,000.00 per year
Application question(s):
- What is your availability to start this role?
- What is your annual salary expectation?
- Please briefly summarise your experience relevant to this role, highlighting what attracted you to apply
Licence/Certification:
- right work in UK without employer sponsorship now or future? (required)
- home address close to ST4 4TW? (required)
- ability to attend the Stoke office (ST4 4TW) Mon- Fri? (required)
- min 2 years' experience working in a call centre environment (required)
- Level 3 CIPD or TAP qualification (preferred)
- full UK driving licence and access to a vehicle (preferred)
Work Location: In person
