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Contract: Full-Time, 6-month Secondment
Location: Nottingham (Support Office)
Recruitment Partner: Daniel White, Daniel.White1@boots.com
Are you passionate about delivering exceptional customer experiences? Join us as a CX Trainer in our Central Operations team at Boots in Nottingham, Beeston!
At Boots, we work every day to build a brilliant environment for our people, empowering them to make a difference for our customers and colleagues. As a CX Trainer at Boots, you’ll design and deliver engaging, practical training that equips colleagues to deliver great customer conversations and consistently high-quality service across our Contact Centre.
This role sits within our Contact Centre, reporting to the CX Operations Change & Support Manager and working closely with Quality, Performance, Operations Development and frontline leadership teams.
What You’ll Be Doing
As a CX Trainer, you will:
- Design and deliver high-quality, engaging training to build capability and confidence, primarily for CX Advisors
- Contribute to wider capability uplift across leadership and specialist roles where required
- Deliver training through a mix of classroom sessions, virtual learning, and floor-based support
- Ensure learning is practical, relevant, and aligned to the day-to-day operational reality
- Use insight from quality results, performance trends, complaints, and upcoming change to identify training needs and priorities
- Tailor learning solutions to address real operational challenges
- Support colleagues post-training through reinforcement activities, follow-ups, and on-the-job coaching
- Work closely with CX Leaders to embed learning into everyday behaviours and ways of working
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What You’ll Need To Have (our Must-haves)
- Proven experience in training or coaching, preferably in a customer service environment.
- Strong facilitation and presentation skills, with the ability to engage diverse audiences
- Ability to make complex topics simple, practical, and relevant
- Excellent verbal and written communication skills
- Experience working closely with frontline colleagues and operational leaders
- A credible, approachable, and confident style when working with colleagues
It would be great if you also have
- A recognised learning or training qualification (e.g. CIPD L&D, AET, or equivalent)
- Experience supporting learning during periods of change
- Exposure to quality, performance, or insight-led improvement activity
- Confidence providing floor-based or on-the-job learning support
- A curious, adaptable approach and commitment to continuous improvement
Where your brilliance can take you
At Boots, we believe in your potential. With our commitment to your development, you’ll have opportunities to grow your career and take on new challenges within the organisation.
Rewards designed for you
- Boots Retirement Savings Plan
- Generous employee discounts for you and a family member
- Enhanced maternity/paternity/adoption leave pay
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
- Flexible benefits scheme including options for additional holiday, discounted gym membership, and much more.
Get help with your application
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There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.
A Bit About Us
At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
What’s next?
If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.
We hope to hear from you soon. Be brilliant with Boots.
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