Trainer

2 weeks ago

Cape Town, South Africa 1-grid Full time

**About Us**:
We're looking for an experienced **Trainer** to join our Customer Experience team and help us level up the way we support, train, and develop our people.

**Role Purpose**:
You'll be responsible for designing, delivering, and continuously improving training that builds the skills, knowledge, and confidence of our customer-facing teams. Your work will directly impact how consistently and effectively we show up for our customers — while supporting career growth, operational excellence, and a strong learning culture.

**Key Responsibilities**:
**1. Training Design & Delivery**:

- Develop and deliver engaging training (instructor-led, digital, and blended).

- Own and improve onboarding for new hires across customer-facing teams.

- Facilitate refresher training, performance upskilling, and product updates.

- Adapt training for different learning styles, needs, and platforms.

**2. Continuous Learning & Upskilling**:

- Identify learning needs through performance metrics, feedback, QA results, and customer surveys.

- Build micro-learning and guided learning pathways to close knowledge gaps.

- Work with Team Leads and the Customer Service Manager to ensure training is targeted and relevant.

**3. Collaboration & Subject Matter Input**:

- Collaborate with internal experts and the CX Content Specialist to ensure accuracy and alignment with SOPs, KB articles, and product changes.

- Gather post-training feedback to refine future learning experiences.

**4. Coaching & Individual Support**:

- Work with team leads to coach under-performers and create personalised development plans.

- Deliver one-on-one coaching, shadowing opportunities, and Quality Assurance feedback.

**5. Training Administration & Reporting**:

- Track attendance, completion, test results, and engagement levels.

- Maintain training records, version control, calendars and documentation.

- Report on training impact and insights to the Head of CX and broader leadership.

**6. Culture & Engagement**:

- Foster a strong, positive learning culture that supports growth and service excellence.

- Reinforce 1-grid's values and service standards through mentorship and engagement.

- Engage directly with customers when needed to stay connected to their current experience and inform training relevance.

**Skills & Competencies**:

- **Web hosting experience is a minimum requirement**

- Strong facilitation and communication skills

- Knowledge of instructional design and adult learning principles

- Familiarity with LMS platforms and digital training tools

- Experience assessing and improving training effectiveness

- Ability to work well across teams and levels

- Organised and confident in managing multiple priorities

- A passion for building others up and making learning impactful

Join us to help shape the future of 1-grid's customer experience — by helping our people show up at their very best.

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