Trainer & Developer

What will you do?

• You are responsible for preparing, facilitating and finalising onboarding, and continuous learning activities for our clients and operational teams.
• You ensure training materials, tools and planning are up to date, globally applicable, and ready for use. You coordinate updates with Subject Matter Experts (SMEs), manage training administration, and safeguard that materials are properly maintained in the LMS.
• You drive a structured evaluation and improvement loop, ensuring feedback is translated into concrete updates and optimisations.
• You deliver engaging training programmes that enable new and existing staff to meet quality and service standards.
• You create a safe and motivating learning environment, ensure strong group dynamics, and apply appropriate training methods. You verify knowledge retention and support trainees during on-the-job learning moments.
• You also support train-the-trainer initiatives and knowledge transfer sessions to strengthen internal expertise and scalability.
• You assess trainees against defined learning objectives and job requirements.
• You monitor progress, document performance, prepare evaluation reports, and align with Team Leads and L&D stakeholders on development actions. You proactively flag exceptional situations and ensure transparent communication about trainee progress.
• In collaboration with the Senior Trainer and L&D management team, you design and develop modular learning solutions for global use.
• You define learning objectives, develop structured programmes and facilitator guides, and implement scenario-based practice and assessments where relevant.
• Together with L&D management, you analyse the current training set-up and define what is needed to make facilitation less dependent on deep prior operational experience, for example through modularisation, clear facilitator materials and structured learning pathways.
• You continuously improve training processes, materials and ways of working.
• You analyse improvement opportunities, propose solutions and ensure changes are embedded in daily operations. You stay up to date with developments in learning & development and actively contribute to the vision and growth of the department while continuously investing in your own professional development.

Your profile

• HBO working and thinking level
• Experience of 2-3 years in training, coaching, or learning & development (preferably in a service-oriented or operational environment)
• Strong coaching and facilitation skills
• Excellent interpersonal and communication skills and stakeholder management
• Analytical thinking and strong problem-solving ability
• Adaptability and flexibility in a dynamic environment
• A structured and organised way of working, ability to design/develop learning materials: learning objectives, modular structure, practice scenarios, and evaluations
• A strong sense of ownership and commitment to excellence
• Comfortable with LMS and standard L&D admin (planning, content updates, evaluations)
• Customer-focused mindset
• Fluency in Dutch and English.

What do we offer

• A salary of € 3800-4200 EUR gross per month based on 40 hours per week.
• A one year contract with the prospect of a long-term collaboration.
• 25 vacation days based on a full-time employment contract.
• Hybrid working.
• A travel allowance of €0.19 per km. (max. 50 km one way) or full reimbursement of public transport costs with an NS Business Card (for commuting and business trips). Private travel with the Business Card is permitted, but the costs are automatically deducted from your salary.
• A work from home allowance of €2.45 per day.
• A holiday allowance, a festive end-of-year bonus, a good pension plan, bicycle plan, and a discount on KLM flight tickets through a so-called IPB (if place available) scheme, after one year of employment.
• Working from abroad (Max. 3 times a year for 4 weeks). Please note: specific rules apply.
• Additional training and the opportunity to develop further.
• A pleasant and inspiring (newly renovated!) workplace at the Westerpark in Amsterdam!
• Social events such as an annual party, Cygnific BBQ and a little Friday XXL every three months.

Cygnific is a proud subsidiary of KLM. With an international team of colleagues from over 30 countries, we provide 24/7 customer contact in more than 10 languages via phone, email, social media and chat. We operate from the Netherlands, the Philippines and Curaçao.

Our mission? To make every interaction unforgettable. We believe in teamwork, having fun, and continuously challenging each other to grow.

Ready to make impact as a Trainer & Developer?