Lead trainer – Jocelyn Hughes


Jocelyn is a highly experienced and very popular trainer. After fifteen years as a training manager within blue-chip organisations, such as Motorola and Thorn EMI, she established her own learning and development consultancy in 1998. A passionate advocate of training for a reason, Jocelyn has a practical approach to training which focuses on giving participants and organisations relevant knowledge and skills improvement which is immediately transferable to the workplace.

A published author of training materials (including Contact Centre Management), her many clients (eg, Google, Kingston University, VirginMobile, YesTelecom, Chrysalis, Orange, Surrey County Council, RSPCA, Philips, TMobile, NTL, Sony Ericsson, McDonalds, Turner Broadcasting, Finance and Leasing Association, The Jockey Club, Reed Exhibitions, HarperCollins, Marks & Spencer, The Rugby Football Union, Motorola, O2, Bluewater, University of Southampton, UCAS, the BBC, Warner Music, Wasabi, Egmont Publishing, Hertfordshire County Council, Central Bedfordshire Council, South Derbyshire District Council, etc) cover an impressive range of sectors, including manufacturing, telecoms, retail, film and music, publishing, sport, local authorities and universities. Jocelyn has a particular focus on retail and telecoms. Her qualifications include:

  • Qualified NLP Practitioner, Time Line Therapist and Hypno-therapist
  • Qualified to Level B Parts 1 & 2 British Psychological Society
  • MBTI qualified
  • Associate Member of the CIPD, Certificate in Training & Development (ITD)
  • Qualified Aptitude Test and Personality Profile user

Jocelyn has also undertaken a number of consultancy assignments in the customer service field, including:

  • A continuous professional development programme for Beechwood House Publishing to capture on-the-job training given to customer-focused staff.
  • Work with the management teams of Aquascutum to explore delivery of customer service standards.
  • Lead trainer in the Bluewater team delivering train the trainer customer service programmes to the flagship stores.
  • BOC Edwards programme to develop the telesales and order fulfilment teams.

Jocelyn invariably gets brilliant feedback for all her work, as the following comments from course participants show:

‘Brilliant! Easy to listen to and easy to understand. Made it relevant and engaging to everyone.’

‘Fantastic trainer with lots of practical experience.’

‘Excellent presentation, very interactive.’

‘Jo is an amazing instructor who clearly understands her topics and puts across the lesson concisely.’

‘Kept us engaged all day – not an easy thing to do!’

‘Very energising and professional, experienced.’

‘Extremely good, made course very interesting and informative. Thanks!’

‘Well done! Engaging activities, effortlessly delivered. Thank you, a real pleasure!’

‘Very easy to talk to and learn from. Clearly knowledgeable about what she is teaching and flexible to others’ experiences and contributions.’

‘Approachable, an excellent communicator, knowledgeable.’

‘Understood the way we work here and the challenges we face. We didn’t need to explain anything to her about our organisation.’

‘Brilliant service and delivery great / interactive activities.’

‘The trainer was exceptionally good, everything was explained very well and the trainer made the course highly enjoyable.’

‘Jo is brilliant. A very informative, thought provoking day – well set up and delivered.’

‘Strong trainer, good pace and flow, good activities, clear and very easy to understand.’

Jocelyn is based in Southampton and also in Hendon (north London). She delivers customer service training in the south-west (Cornwall, Devon, Somerset, Dorset, Wiltshire, Bristol, Avon) and also in London and the south-east (London, Essex, Kent, Sussex, Hampshire, Isle of Wight, Surrey, Berkshire, Middlesex, Buckinghamshire, Hertfordshire, Bedfordshire, Oxfordshire).