Training Facilitator
Exeter, Bristol or Redhill
South West Water – South West Water - Customer - Customer Strategy & Research /
Permanent full-time /
Hybrid
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
We currently have an opportunity for a Training Facilitator to join our team based in Exeter, Bristol, Redhill.
Joining us on a full-time permanent basis, you will receive a competitive salary of up to £30,000 per annum plus excellent benefits.
The Training Facilitator is responsible for delivering high-impact training sessions to new and existing customer service staff, reinforcing a culture of excellence and continuous learning. This role is focused more on delivery and engagement, working in tandem with the Training Specialist who leads design and content creation.
What you’ll be doing:
- Facilitate induction training, soft skills, system usage, and product knowledge sessions. Act as a key point of contact for new starters during early learning phases.
- Deliver training sessions to new and existing contact centre employees across all service lines to drive performance improvements.
- Act as a training ambassador, promoting best practices and learning culture. Escalate issues or development needs identified during sessions.
- Support training specialists in updating content and delivering pilots or refreshers. Gather learning feedback and provide observations on training effectiveness.
- Contribute to post-training assessments, knowledge checks learner evaluations, and feedback analysis.
- Foster an inclusive, safe and positive learning environment where employees feel confident to participate and develop
- Strong emotional intelligence skills with a strong understanding of behaviours and how to adapt delivery to cater for all types of learning styles.
- Coordinate with the wider Customer Strategy and Experience team to ensure training is aligned with operational needs and quality standards.
What we are looking for:
- Experience in customer service and/or training delivery.
- Confident facilitator with excellent communication and presentation skills.
- Ability to engage learners and adapt delivery methods to different learning styles.
- Strong organisational and interpersonal skills.
- Collaborative mindset, able to work well and contribute within a cross functional team
- Experience with learning systems and platforms beneficial across a customer service contact centre setting.
- Knowledge of compliance topics relevant to water utilities (eg PSR, billing regulations)
- Desirable: Level 3 Award in Education and Training (or willingness to achieve it).
What's in it for you:
- We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
- And plenty more!
Closing Date: 12th September 2025
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.
