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Our Guest Experience team at The O2 are looking for a Training and Excellence Manager to work closely with the Head of Guest Experience to ensure our front of house service standards are met through relevant training and development.
You’ll also work closely with our Guest Experience managers to identify scope gaps and develop best practices in the start to end process for recruitment, induction, training, development and performance reviews.
You’ll support recruitment within our operational teams, working closely with HR, recruitment partners and other stakeholders to facilitate assessment centres and interview processes.
You’ll work closely with Guest Experience team to develop and conduct all front of house operation training; and own and deliver the induction process across the Guest Experience team, ensuring that all new team members receive the key knowledge needed to set them up for success in their new role.
You’ll develop and manage the business wide customer service focused training plan for the year ahead, identifying training requirements and developing training materials to continuously improve customer service standards and experience across the business; and effectively measure the success of training interventions and review as required.
Whilst supporting line managers with the individual performance management and development of their teams you’ll also help them structure regular performance reviews with individual staff members ensuring consistency across the whole department.
You’ll also develop KPIs and performance metrics to measure
We’re looking for someone with relevant experience designing and delivering training through different methods such as classroom style learning, coaching conversations or in a vocational surrounding.
With experience of training in a retail or hospitality environment delivering customer service training; you’ll have a real passion for enabling people to be the best they can be.
A creative thinker with the ability to produce innovative solutions in line with the business strategy; you’ll be pro-active in your approach demonstrating initiative and curiosity.
You’ll be an excellent communication with an engaging training delivery style; and be able to build good working relationships with a variety of people establishing trust and credibility.
With strong coaching and motivational skills to promote development within the Guest Experience Team; you’ll be a team player who enjoys working in a high achieving environment
You’ll want to raise the bar in this role, be solutions focussed and creative; we encourage new ideas and innovation and value everyone’s opinion.
We’ll give you a thorough induction on how we work at AEG. Our induction and onboarding programme is a great way to meet other new starters in AEG and to learn about our culture and values. We will give you training in our systems, policies and procedures so that you’ll be set up for success.
Where: You’ll be based at The O2, Peninsula Square, London SE10 0DX. We offer flexible start and end times and are open to and welcome flexible working conversations.
So why apply?
AEG is an inclusive organisation where we value everybody’s contribution. We empower and trust our people to do the right thing. We go the extra mile, for our customers and each other, every time. We are always open to new ideas and respect all opinions. We support and bring out the best in each other. We really value our people and inspire them to be the best in class, always!
You can find out about our Vision and Values here.
AEG have 8 Employee Network groups, who give our employees a greater voice in the steps the business takes to continuously improve our workplace. Read more here.
Our benefits can be found here: AEG Benefits
Our commitment to inclusion
We are committed to fostering a diverse and inclusive workforce. We believe in equality of opportunity for all and our approach to recruitment and selection is fair, open and based purely on merit. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. If you require reasonable adjustments in any recruitment process with us, please make us aware.