Buscar empleo: 374 ofertas de trabajo de customer service no experience en Horley (marzo 2026)

Learning & Development Coordinator - London Gatwick Airport

hace 1 día

Crawley

Learning & Development Coordinator - London Gatwick Airport Position: Learning & Development Coordinator Line Manager: Head of HR Location: Gatwick Airport Contract: Full Time, Permanent Salary: £15.33 per hour PURPOSE The Learning & Development Coordinator plays a vital role in driving service excellence across the lounge operation. This role exists to train, coach, and develop colleagues so they deliver consistently outstanding guest experiences that align with the No1 Lounges brand. You will be the primary on the floor training specialist, ensuring new starters and existing colleagues have the skills, behaviours, and confidence needed to create a warm, premium and seamless guest journey. Through high-quality inductions, real time coaching, and structured development, you will reinforce service standards, embed brand values, and support a culture where exceptional guest experience is at the heart of everything we do. KEY RESPONSIBILITIES Guest Experience & Service Excellence • Train colleagues to deliver exceptional, memorable guest experiences across Front of House and Back of House., • Coach employees on guest journey standards, service behaviours, personalisation, and service recovery., • Provide hands-on coaching during operational hours, supporting colleagues in real time., • Act as the main buddy for all new starters during their first weeks., • Deliver engaging induction sessions that set colleagues up for success., • Support trial shifts and site tours, ensuring candidates feel welcomed, informed, and comfortable throughout their experience., • Work closely with the Recruitment Team to ensure all colleagues — both Lounge and Head Office staff — receive a comprehensive and relevant induction journey., • Ensure all compliance modules are completed on Day 1 and within required deadlines., • Complete and maintain competency assessments for all new starters., • Identify strengths, development areas, and training gaps, sharing insights with the Head of HR and Lounge managers and Assistant Lounge managers., • Deliver monthly classroom training sessions to support service improvement and capability building., • Identify areas requiring refresher or advanced training and act proactively., • Maintain training compliance above 90% at all times., • Update the training matrix, competency grids, and all learning records accurately., • Deliver Flying Start Month 1 and Month 2 reviews to assess progress, guest service behaviours, and readiness., • Passionate about delivering and inspiring excellent guest service., • Strong communicator, with the ability to motivate, guide, and encourage colleagues., • High personal standards with attention to detail and consistent professionalism., • Approachable, supportive, and able to foster a positive, inclusive learning environment., • Proactive in identifying development needs and taking initiative., • Organised and able to manage training schedules, follow-up tasks, and accurate record keeping., • Previous experience in training, coaching, or developing colleagues within a hospitality or customer service environment., • Strong understanding of premium guest service standards., • Experience working in a fast-paced operational setting., • Proven ability to communicate effectively and build trust with new and existing team members., • Experience within lounges, hospitality, travel, or similar customer-facing environments is desirable., • Good command of the English language – written and spoken, • Enjoying engaging with customers is an essential part of the role, • Computer literacy or familiarity with reception and electronic payment handling desirable, • An interest in the travel hospitality sector, • You must comply with all policies and procedures as written in the Employment Handbook, SOPs, • Always uphold confidentiality of personal customer information and take reasonable precautions to protect the information accessed or used in your work in line with UK GDPR regulations, • Be willing to help other team members wherever possible and to understand the flexibility required when business levels peak and trough, • Undertake any reasonable requests made of you by the Company including flexibility in hours, location and responsibilities, • Have a clean and presentable uniform in line with company standards, • 28 days paid holiday annually., • Company cash-back healthcare scheme, which means you can claim back the cost of care such as dental, optical and therapy treatments., • Complimentary staff parking provided at the airport whilst you are on shift., • Complimentary staff meal during your shift., • 5 complimentary lounge visits each year., • Discounted Gym Memberships, all you need to do it check which gyms offer discounts in your local area, • 25% discount for lounge visits for your friends and family, • Employee of the Month Reward & Recognition schemes – the chance for your hard work and dedication to be awarded with a £50 voucher every month, • 24 hour confidential employee assistant programme, which supports our employees with personal problems and/or work-related problems that may impact their job performance, health, mental and emotional well-being, • Workplace Pension Scheme with Aviva which you will be automatically enrolled into if you are between the age of 22 and the state pension age., • Annual flu jabs., • Access to TipJar, • Refer a friend to No1 Lounges and receive £300 when they pass probation.

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