CUSTOMER TRAINING

At Morgan Philips Outsourcing , we are looking for a Customer Training & Accessibility Specialist to join an international organisation operating in a dynamic, customer-focused environment.

The position combines customer service training, accessibility, project management and cross-functional coordination. The selected candidate will contribute to improving the customer journey by developing training programmes for frontline teams and supporting the implementation of accessibility initiatives across different customer touchpoints.

Mission

Define and develop customer training and accessibility priorities based on customer feedback, operational evidence and accessibility requirements.

The role will design customer service and soft-skills training for frontline teams, including pilots, cabin crew, airport handling personnel and contact centre teams. The selected candidate will also support the implementation of the accessibility roadmap across the end-to-end customer journey, ensuring that all initiatives are inclusive, practical and aligned with relevant regulatory and industry requirements.

Tasks & Responsibilities

• Design, implement and continuously improve customer service and soft-skills training programmes, using customer feedback, performance indicators and operational outcomes to identify needs and assess effectiveness.
• Create accessible, facilitator-ready learning materials.
• Deliver workshops, operational briefings and train-the-trainer sessions adapted to different audiences.
• Develop training content focused on conflict management, customer communication, service recovery, rule enforcement and assistance for customers with disabilities, reduced mobility or additional support needs.
• Support the implementation of the accessibility roadmap throughout the customer journey, including digital channels, booking, airport operations, onboard experience, contact centre and arrival.
• Translate accessibility requirements, regulatory developments and internal priorities into structured implementation plans with clear actions, milestones, responsibilities and success indicators.
• Coordinate cross-functional working groups and collaborate with internal and external stakeholders to assess the feasibility, operational impact and benefits of proposed initiatives.
• Monitor project actions, risks, dependencies and deadlines, ensuring clear ownership and escalating unresolved matters when necessary.
• Prepare project updates, presentations and recommendations for senior stakeholders.
• Benchmark accessibility standards and customer service practices across aviation, transport and other service-oriented industries to identify improvement opportunities.
• Contribute to customer-related emergency and crisis response procedures, ensuring that accessibility and inclusive service considerations are incorporated into training and operational plans.

Academic Background

• Bachelor’s degree in Business, Human Resources, Education, Hospitality, Aviation Management, Diversity and Inclusion, Accessibility Studies, Disability Studies, Universal Design or a related field.
• Equivalent professional experience in customer training, learning and development, customer experience, accessibility, project management or frontline operations will also be considered.
• Additional training or certifications in instructional design, project management, customer experience, accessibility or inclusion will be valued.

Experience

• Between 3 and 5 years of relevant professional experience in customer training, learning design, customer experience, project management, accessibility or a related field.
• Proven experience identifying training needs and translating findings into structured programmes and learning materials.
• Experience designing or delivering customer service and soft-skills training.
• Ability to analyse customer, employee, operational or performance data and convert findings into clear recommendations.
• Experience managing cross-functional projects, including plans, milestones, dependencies, risks and implementation follow-up.
• Experience leading meetings or working groups and coordinating stakeholders without direct reporting authority.
• Experience preparing presentations, project updates and recommendations for stakeholders at different levels of seniority.
• Experience evaluating the impact of training or service initiatives and using the results to improve content and delivery.
• Previous experience in aviation, transport, hospitality or another operational and service-intensive environment will be considered an advantage.

Skills

• Strong project management and organisational abilities,