Customer Services Global Trainer

About the Role

We are looking for a Global Trainer to support teams across multiple regions, ensuring colleagues worldwide have skills, tools and confidence to deliver an outstanding customer experience. This role supports more than 340 Customer Service professionals across the UK, Iberia, the US, Mexico, Asia, the Philippines and Australia. Two opportunities are available, each with a specific focus. Please indicate which position interests you.

• Build leadership capability across global teams with emphasis on people development, coaching, communication and cultural alignment.
• Design and enhance onboarding and development programmes; support managers in strengthening coaching skills; contribute to engagement and recognition initiatives.
• Support individuals on personal growth and career pathways using structured development frameworks.

• Strong understanding of people development, coaching, leadership dynamics and supporting managers to build coaching and communication capability.
• Experience designing, delivering and enhancing onboarding programmes to improve readiness, cultural alignment and retention.
• Ability to support recognition, motivation and engagement initiatives that contribute to a positive workplace culture.
• Skilled in coaching individuals on personal growth and career development, using frameworks or strengths‑based approaches.

• Specialise in elevating frontline customer experience through behavioural coaching and skill‑building: empathy, active listening, rapport, effective problem resolution.
• Support continuous improvement by teaching workflow and process‑mapping techniques and delivering training using process optimisation methodologies.
• Enable teams to adopt AI‑enhanced workflows and digital tools to improve efficiency and service quality.
• Design and deliver blended learning across e‑learning, virtual and in‑person formats; adapt content for different cultural contexts; facilitate live and virtual sessions.

• Skilled in coaching key customer service behaviours such as empathy, active listening, rapport building and problem resolution; experience delivering soft‑skills workshops.
• Knowledge of process mapping and workflow improvement; experience applying continuous improvement methods such as Lean, Six Sigma and Kaizen.
• Understanding of how AI can enhance customer experience and efficiency; ability to train teams on AI‑enabled workflows and digital tools.

This role is hybrid. The selected candidate will typically spend 40‑60% of the time collaborating and connecting face‑to‑face at the dedicated location. Flexible working requests, including arrangements due to disability or long‑term health condition, will be considered from day one.

• First stage: in‑person interview at the Cambridge office.
• Second stage: virtual interview via MS Teams. A brief will be provided to complete a role‑related task presented during the interview.

• 28 days annual leave plus bank holidays.
• Private medical and permanent health insurance.
• Discretionary annual bonus.
• Group personal pension scheme.
• Life assurance up to 4× annual salary.
• Green travel schemes.

Cambridge University Press & Assessment is committed to an equitable recruitment process. We welcome applications from all candidates, regardless of age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity, sexual identity, social class or background. All applications are considered fairly and must be submitted via the official online application procedure; please refrain from sending CVs directly to recruiters.

Background checks, including DBS, will be conducted as required in a regulated industry.