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Title: Customer Service Induction and Onboarding Trainer
Contract Type: 12 months Fixed-Term Contract/secondment
Persona: Agile/hybrid working- office based 20-40% (3-4 days working from home)
Office locations: West Ham Lane in Stratford or Nexus House in Manchester
Salary: Inside London Starting from £35,951, Outside London Starting from £32,188 depending on experience
Closing date for completed applications: 31st July 2025 at 11.59pm
Interview date TBC
Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more…
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
Customer Service Induction & Onboarding Trainer Role Profile.docx
We have an exciting opportunity for a Customer Service Induction and Onboarding Trainer to improve the knowledge and skills of our Customer Service Centre. You will do this by creating and delivering exciting and interesting training to new and existing staff. This training will range from a comprehensive induction for new starters to upskilling existing staff on new ways of working, and across multi channels. We are looking for a passionate candidate to work alongside our existing customer service trainer to deliver an all-inclusive and holistic Customer Service Training package covering systems, technical process and soft skills.
Role and responsibilities:
- To work closely with the Customer Service Support Manager and Customer Service Support Team to identify gaps in knowledge and respond with coaching support
- To create and deliver training programmes for new and existing staff
- Manage, organise and facilitate recruitment assessment centres and set up all new starters
- Regularly review, improve, and update training materials for classroom and online delivery.
Skills and experience:
- Demonstrable experience in delivering multi-skilled and multi-channel training.
- Experience researching, designing, implementing, and evaluating training material.
- An experienced people manager with the ability to lead and motivate others.
- Strong interpersonal skills with an ability to work collaboratively with business stakeholders to achieve agreed outcomes.
- Proven verbal and written communications skills and able to develop and influence relationships in a one-to-one or classroom environment and where needed through online delivery.
We look forward to reviewing your application, and hearing about the genuine experiences and skills you could bring to our organisation. L&Q reserve the right to not accept statements that exceed 500 words.
About L&Q:
We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.
250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England.
At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.
L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. Click here to read more.
If you require any reasonable adjustments at any stage during this process, including application stage, please email [email protected]
At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.
Click here to find out more about L&Q and why you should join us!
Customer Service Induction and Onboarding Trainer
Location: London - Stratford or Manchester - Trafford
Posted: 18/07/2025
Closing date: 31/07/2025
Closing time: 23:59
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