Job Description
We’re making a difference: Together, we can ensure that there is enough water for everyone, now and in the future.
Join Portsmouth Water as our Customer Services Training Lead and play a key role in empowering our customer service teams. You'll design and deliver engaging training for new starters, provide ongoing development support, and ensure our people are confident using key systems like Kraken. Your work will keep our training up to date with evolving business needs, customer expectations, and industry developments.
This role is central to maintaining our high customer satisfaction and low complaint levels, helping Portsmouth Water remain a top performer in the sector. You'll also ensure our teams are well-prepared to support all customers, especially those who are vulnerable or need additional assistance.
What will you be doing?
Key Responsibilities
• Lead the design, delivery, and ongoing improvement of training across all customer service teams
• Manage the full onboarding journey for new starters, ensuring they are fully supported from day one
• Develop a structured and effective Training and Competency Framework for customer-facing roles
• Ensure all training reflects Portsmouth Water’s systems, processes, values, and regulatory commitments
• Support business change by delivering training for new technology, customer journeys, and service improvements
• Create engaging learning content, including digital materials, desk aids, and in-person sessions
• Monitor training effectiveness through feedback, assessments, and performance outcomes
• Use insight from customer feedback, complaints, and performance data to shape training plans
• Work closely with operational leaders, HR, IT, and the CRM team to align training with business needs
• Promote continuous learning and development across the team, including coaching and mentoring
• Deliver training on vulnerability and inclusive service, working with external partners where appropriate
• Keep up to date with learning innovations, tools, and approaches to enhance how training is delivered
What do you need?
Skills, Qualifications & Competencies
• Strong communication and facilitation skills, with the ability to engage and inspire learners at all levels
• Proven ability to design, deliver, and evaluate high-quality training programmes, including blended learning
• Excellent stakeholder management skills, with the ability to collaborate and influence across departments
• Strong planning and organisational skills, with the ability to manage multiple training activities and priorities • Experience in coaching and developing others to achieve improved performance and customer outcomes
• Confident using CRM systems and digital tools (e.g. Kraken or equivalent) for training and operational support
• Ability to translate customer insight, feedback, and data into actionable learning solutions
• Working knowledge of customer service operations in a regulated or essential services environment
• Proven experience in designing, delivering, and evaluating training programmes in a customer service or contact centre environment
• Experience managing the full learning cycle, including training needs analysis, content development, delivery, and post-training evaluation
• Strong background in coaching and developing frontline teams to improve customer service and operational performance
• Experience training users on CRM systems and operational platforms, ideally Kraken or other utility-focused solutions
💬 We recognise people want to work in a variety of different ways, and that’s why we’re happy to consider flexible working arrangements. Please feel free to talk to us at interview about the flexibility you may be looking for.
🌍 We’re committed to equality, diversity and inclusion, and we actively encourage applications from all sections of society.
🛂 Please note, the Company has a responsibility to ensure that all employees are eligible to live and work in the UK.
📬 Due to the high volume of applications we receive, we’re unable to respond to every applicant individually. If your application is of interest, we’ll usually be in touch within 4 weeks of receiving it.
What can Portsmouth Water offer you?
At Portsmouth Water, we believe in rewarding our people. Here’s just a taste of what’s waiting for you when you join the team:
🌴 Holidays Made Better
Enjoy 25 days of annual leave, plus bank holidays, giving you plenty of time to relax, recharge, and explore.
💰 A Pension That Works for You
We’ll help secure your future with a generous pension scheme, contributing up to 15% – because your tomorrow matters as much as your today.
💸 Performance Pays Off
You could earn a non-contractual bonus of up to 6% of your basic salary, linked to company performance – because when we succeed together, you should benefit too.
👶 Family Comes First
Whether you’re welcoming a new arrival through birth or adoption, we’ve got your back with enhanced maternity, paternity, and adoption leave and pay.
🛡️ Peace of Mind, Always
Our life assurance scheme gives your loved ones extra security, with a 4x salary lump sum benefit in case the unexpected happens.
🧠 Support When You Need It
With our Employee Assistance Programme provided by Bupa, help is just a call away – confidential support, 24/7.
🎁 PW Perks – Treat Yourself!
Enjoy exclusive discounts at thousands of retailers, plus exciting benefits like:
🚗 Electric Vehicle Scheme (after 1 year)
🚴 Cycle to Work Scheme
💊 Health Cash Plan
…and so much more!