Customer Experience Training Specialist - Customer Service

The CX Training Specialist is responsible for strengthening customer service standards and employee capability across Brights Hardware stores through structured and impactful training programmes. The role manages the full training lifecycle, including training design, facilitation, scheduling, evaluation, and reporting. In addition, the role supports skills development initiatives, including learnerships and internships, in partnership with HR to ensure compliance with SETA and organizational requirements.

• Create and implement training in Customer Services, Etiquette and any other forms of training beneficial to the growth of employees within Brights.
• Manage the entire training process without constant supervision and search for continuous methods and material to improve training across Brights stores.
• Provide training to employees on a regular basis as set out by the Customer Experience Manager.
• Ensure training requirements are met before each training session.
• Compile monthly reports on training conducted/completed to be submitted to Internal Stakeholders and Customer Experience Manager.
• Coordinate and manage learnerships and internships programmes in collaboration with HR.
• Ensure alignment with SETA requirement, skills development legislation and internal policies.
• Monitor learner progress, attendance, assessments, and completion.
• Maintain accurate records and documentation for reporting, audits, and compliance purposes.
• Travel to Brights stores across the Western Cape to deliver training and conduct on-site skills assessments.
• Identify training gaps through observation, engagement with store management, and performance trends.
• Recommend targeted training interventions to improve customer experience and employee capability.
• Provide feedback and insights to the Customer Experience Manager and HR on training.
• Build strong working relationships with store management, HR, and internal stakeholders to support employee development.

• Matric or Equivalent
• Brights Induction (service excellence)
• Higher Certificate or Diploma (Training Qualification or facilitation required)
• 3-4 Years Training experience (Small to Medium scale) specifically in Customer Services
• Microsoft Office
• Omni-channel and Retail experience required
• Drivers' licence
• K8 system knowledge
• Brights Product knowledge
• Planning, time management & organizing skills
• Excellent professional work standards, including grammar and oral proficiency
• Creative and visionary in driving new training methods and techniques to improve Brights standards
• Ability to handle pressure, strong leadership skills
• Attention to detail and high level of accuracy
• Professional and neat
• Available to work retail hours

Kindly note that if you are not contacted within 2 weeks after the closing date, please consider your application unsuccessful.

We are committed to having staff that reflect the diversity of our nation we will conduct our recruitment and appointments in line with the Company's equity targets and we are committed to improving our positions. The Company reserves the right to make changes to these terms and conditions at any time and for any reason.