Lead Trainer

About the Role

The Lead Trainer will play a key role in elevating service quality across the London chauffeur fleet. As we continue to grow in one of Europe’s most recognisable markets, this role is essential to ensuring every chauffeur consistently delivers Wheely’s service Standards. The position focuses on delivering engaging training to chauffeurs, while managing and adapting learning content to fit the London market. The Lead Trainer will assess chauffeurs’ performance, provide clear and constructive feedback, and lead effective 1:1 coaching sessions.

Acting as the voice of the chauffeur, the Lead Trainer will also serve as the local expert - supporting chauffeurs, answering questions, and ensuring they have the knowledge and guidance needed to deliver exceptional service. This role offers the opportunity to directly shape service excellence and enhance the overall passenger experience in London.

Responsibilities

• Be responsible for the delivery of training for Wheely chauffeurs in providing a five star luxury customer experience. You will need to be engaging, credible and an exceptional facilitator to embed knowledge & hone the skills of the team.
• You will also be responsible for maintaining content & the creation of country specific learning initiatives.
• Be the voice of the chauffeur — the subject-matter expert, communicating with chauffeurs, and answer any questions or queries
• Assess chauffeurs against Wheely Standards, followed by effectively delivered feedback to improve performance during coaching, 1:1 trainings
• Partner with peers in other regions to continuously improve the processes, ensuring the passenger expectations are consistently being exceeded.

Requirements

• Passion for engaging facilitation & training others.
• 3+ years of experience in a specialised Training role
• Successful track record of delivering engaging training and development programmes with an emphasis on meeting exacting standards that will be valued by customers.
• Have in-depth knowledge in MS PowerPoint/ Google Slides.
• Desired experience in Articulate 360 suite
• Minimum 2+ years of relevant experience in a customer-facing environment, preferably luxury industry
• Tenacious in maintaining standards with exceptional attention to detail
• Passion for developing others and bringing out the best in people
• Exceptional communication skills, both verbal and written.
• Passion for luxury vehicles and a knowledge of their specifications is a plus

What we Offer

• Office-based role in West London, four days a week with flexible start and finish times, plus one remote day of your choice
• Competitive Salary and quarterly KPI-based bonus
• Private medical and dental insurance
• Life and critical illness cover
• Best-in-class equipment
• Monthly credit towards Wheely journeys
• Cycle to Work scheme
• Professional development stipend