Training & Development Specialist

Powered by Water, Driven by Purpose

South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes.

We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.

Ready to make a splash? Join our team today.

Customer Training & Development Specialist

Are you passionate about developing people and creating engaging learning experiences that drive performance and deliver exceptional customer outcomes?

We are looking for a Customer Training & Development Specialist to join our team. In this role, you will be responsible for developing and delivering training that equips customer service teams with the confidence, skills, knowledge and behaviours needed to deliver outstanding service and meet performance, regulatory and business objectives.

Acting as the bridge between strategy and frontline delivery, you will translate company goals and service standards into practical, impactful learning solutions that support both individual and business success.

What you'll be doing

• Design and deliver engaging training programmes covering onboarding, systems, customer experience, service standards and complian.ce.

• Collaborate with stakeholders to conduct training needs analysis and identify development opportunities.

• Continuously improve learning solutions through proven training methodologies and emerging technologies.

• Develop training content using performance data across multiple platforms, including digital learning modules, presentations and assessments.

• Translate customer insights, complaints and audit findings into meaningful learning opportunities.

• Evaluate training effectiveness through assessments, feedback, performance metrics and continuous feedback loops.

• Identify learning gaps and support continuous improvement through enhanced training design and delivery.

• Ensure all training aligns with company values, regulatory requirements, including Ofwat, GDPR and PSR, and performance expectations.

• Work closely with Quality Assurance and Continuous Improvement teams to successfully embed process changes.

• Present training outcomes and impact to a broad range of stakeholders.

What we're looking for

You will be an experienced learning and development professional with a passion for developing others and improving customer outcomes.

Experience & Skills Required

• Experience in training delivery, learning design or customer service training.

• Ability to create engaging training content using a variety of learning modalities.

• Strong communication, facilitation and coaching skills.

• Analytical mindset with the ability to use data to identify learning needs and drive effective learning solutions.

• Adaptable and responsive, able to adjust quickly to operational and strategic changes.

• Experience using Learning Management Systems (LMS) and data-driven evaluation tools.

• A collaborative approach and the ability to work effectively within cross-functional teams.

Qualifications

• Degree in Training & Development, Business, or a related field.

• CIPD Learning & Development, TAP, or equivalent professional qualification.

Desirable

• Certification in training or instructional design.

• Certification in e-learning or instructional design tools.

Why Join Us?

This is a fantastic opportunity to make a tangible impact on customer experience and organisational performance by developing the skills and capabilities of our people. You'll work closely with a variety of stakeholders, influence learning strategy and help create a culture of continuous improvement and professional development.

If you're passionate about learning, development and delivering exceptional customer outcomes, we'd love to hear from you.

We recognise and reward the commitment, expertise and impact our people bring to the business.

As our Training & Development Specialist , you'll benefit from a comprehensive package that includes:

• Competitive Salary – Reflecting your experience, skills and contribution

• Performance Bonus Scheme – A rewarding and competitive incentive structure

• Pension Scheme – Helping you plan confidently for the future

• Private Healthcare Benefits – Including private medical insurance and access to employee assistance programmes

• Professional Development Opportunities – Ongoing training and support to help you grow your career

• Employee Discount Programme – Savings across a range of products and services

• Generous Annual Leave Entitlement – Giving you time to rest, recharge and enjoy life outside of work

Closing Date: 26th October 2026

We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values, which are essential to our success, are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.