Trainer (m/w/d) Service Delivery & Performance

Carglass® in Germany is a specialist in the repair and rebuilding of vehicle glass. In Germany, Carglass® employs around 2,100 employees, including over 1,600 specially trained Carglass® technicians. About 250 employees work at the head office in Cologne, around 170 employees are employed at the Customer Contact Center (Call Center). The company operates around 1.2 million. Customer contacts per year and helps drivers throughout Germany, either in one of the 370 service centers or on the move with more than 240 mobile units. To support the Service Delivery & Operational Training section, we are looking for the Cologne region on 01.01.2026

Training and coaching: Training and coaching to implement the customer journey as a standard in the service centers Regular service center coaching visits in the service centers according to defined execution standards and processes Regular coordination with the responsible regional managers in their own area of responsibility and focusing on the priorities of their own activities Improve the design and implementation of training measures in the field of customer communication and behaviour or the performance of the individual service center (e.g. shop margin, NPS, opt-in, etc.) Conception and implementation of training measures and development programmes in the field of efficient work and administrative activities, including at the Service Center (SC Management) Planning, coordination, organisation and evaluation of all events in the area of responsibility (i.d.R. regional) in coordination with the central event management and national planning Advice and participation in projects and initiatives Regular analysis and evaluation of the key figures and the visit reports in their own area of responsibility and derivation of the necessary need for the further development of the employees in the above-mentioned priority areas Advice and support for (individual) technical questions on the further qualification of employees in the operational field regular meetings with the regional managers or Participation in regional meetings in coordination with regional managers Participation in strategic projects and initiatives that contribute to the sustainable improvement of the qualification and performance of operational staff in the regions Cooperation and coordination with other disciplines that carry out training in the region, mainly technology, possibly also occupational safety, etc. Onboarding and training of new operational staff Support in onboarding and the incorporation of new employees in the operational field with the focus on customer communication, efficient work in the SC, administrative activities and SC management Support for new operational leaders on site at the first stage in the service centre Support and further development of internal operational training in the well-known administrative priorities Support in the design and implementation of training with focus on customer communication, administrative activities and SC management in close consultation with the Academy

readiness to travel in the Greater Cologne as well as in part Germany-wide readiness to travel, possibly with overnight stay Embossed communication and presentation strength Analytical, conceptual and customer-oriented thinking and acting Final and /sales-oriented behavior Positive, safe and convincing appearance The ability to motivate and inspire employees in difficult topics Funded training and moderation capability and knowledge (methodic and didactics, design strength) Communicative safety and knowledge of rhetorical principles Basic knowledge of project management desirable as well as safe handling of Office 365 products Word, Excel, PowerPoint, Teams, OneNote

Modern working environment: flat hierarchies, duz culture, employee events Entry/ personal development: integration plan with sponsorship program, training and further training opportunities Work Life Balance: Home Office (incl. IT equipment for home), sliding time, Sabbatical, 30 days vacation Well-Being: variety of sports and health measures, subsidised health insurance, special leave Safety: safe workplace in an innovative, value-oriented, growing company, asset-effective services, occupational retirement Social Responsibility: Emergency Fund, Foundation “Giving Back”, Spirit of Belron