Job Description

Better places, thriving communities.
Customer Experience Training Manager
Location: Manchester Airport
Job Purpose:
The Customer Experience Training Manager will lead the development, delivery, and management of comprehensive training programs for cleaning and soft services staff at Manchester Airport. This role is pivotal in ensuring compliance with Mitie processes and airport standards, while driving customer service excellence. Responsibilities include auditing cleaning teams, coaching and mentoring staff, and overseeing compliance for all training on site to meet legal and operational requirements. The CX Manager will play a key role in enhancing the overall customer experience through effective training and continuous improvement initiatives.
Key Responsibilities:
Training & Compliance:

• Ensure all cleaning and soft services staff are fully trained in Mitie processes, health & safety regulations, and customer service standards.
• Maintain accurate training records and ensure all staff meet mandatory training requirements (e.g., COSHH, Manual Handling, First Aid).
• Conduct training audits to verify compliance and identify areas for improvement.
• Implement best practices in training, incorporating new techniques and customer service trends.
• Develop e-learning modules, practical sessions, and on-the-job training programs.
• Ensure all training programs align with CAA (Civil Aviation Authority) and Manchester Airport security regulations.

Auditing & Compliance:

• Conduct regular audits of cleaning operations to ensure adherence to Mitie processes, safety guidelines, and service level agreements (SLAs).
• Monitor and evaluate cleaning standards across all terminals, providing feedback and improvement plans to Terminal Managers.
• Work closely with Terminal Managers to address non-compliance issues and implement corrective actions.
• Ensure cleaning teams follow correct procedures for equipment use, PPE, and chemicals in line with COSHH regulations

Coaching & Mentoring:

• Provide ongoing coaching and mentoring to supervisors and front-line cleaning staff.
• Deliver customer service training, ensuring all staff understand their role in improving the passenger experience.
• Identify training gaps and support career development within the team.
• Work closely with operational teams to build a culture of excellence and continuous improvement.

Customer Experience & Service Excellence:

• Champion customer service excellence within cleaning and soft services teams, ensuring a world-class passenger experience.
• Work closely with Manchester Airport management, customer feedback teams, and Mitie's senior leadership to enhance service standards.
• Implement passenger satisfaction initiatives, using real-time feedback (e.g., FeedbackNow).
• Investigate and resolve customer complaints related to cleanliness and soft services.
• Lead initiatives to drive improvements in NPS (Net Promoter Score) and ASQ (Airport Service Quality) ratings.

Health & Safety Compliance:

• Ensure all Health & Safety policies and risk assessments are adhered to in line with Mitie and Manchester Airport standards.
• Maintain compliance with manual handling, fire safety, slips/trips/falls prevention, and airport security training.
• Ensure correct incident reporting and staff compliance with CAMMS (Health & Safety reporting system).
• Promote a safety-first culture, reducing workplace accidents through proactive training and awareness.

Qualifications & Certifications Required:
Essential:

• Certification in Train the Trainer or equivalent
• Level 3 Award in Education and Training (AET) or higher (e.g., PTLLS)
• Training in COSHH (Control of Substances Hazardous to Health)
• Manual Handling Training
• Health & Safety Awareness, preferably IOSH Managing Safely or NEBOSH Certificate 1

Desirable:

• Certification in Customer Service Excellence
• First Aid at Work (FAW) or Emergency First Aid Certification
• Experience with Cleaning Industry Standards (e.g., BICSc or equivalent)
• Airport Security Awareness Training
• Mental Health First Aid Certification
• NVQ Level 3 in Cleaning Supervision or Facilities Management
• LEAN Six Sigma or Continuous Improvement Certification
• Experience with compliance reporting systems such as CAMMS or CEMAR 2

Experience & Skills Required:

• Demonstrated experience in training and compliance within facilities management, cleaning, or soft services.
• Extensive auditing and compliance experience in cleaning or airport operations.
• Strong background in customer service, with a proven track record of improving passenger experience and NPS scores.
• Excellent coaching and mentoring skills, with experience leading and developing teams.
• Experience working in regulated environments such as airports, hospitality, or transport.
• Exceptional communication and interpersonal skills, capable of engaging effectively with staff, airport management, and stakeholders.
• Ability to analyse data and trends to drive continuous improvement in service delivery.
• Strong problem-solving and decision-making skills.
• Proficiency in Microsoft Office, Learning Management Systems (LMS), and reporting tools.

Skills Required