Training & Customer Support Coordinator in London

Cornwall Insight is an award‑winning provider of research, analysis, consulting and training to businesses and stakeholders engaged in the Great British and Irish energy markets. We are seeking a Training Customer Support Coordinator to join our Training team in Norwich.

Key Responsibilities

• Collaborate with Head of Sales to identify key decision‑makers and budget holders within target accounts, supporting lead conversion and pipeline development.
• Manage customer booking across all channels (e‑store, email enquiries, third‑party agents and subscribers) in a timely and professional manner.
• Ensure all sales opportunities are accurately recorded in the CRM system (Salesforce) promptly, including relevant customer communications, proposals, signed contracts and purchase orders.
• Regularly meet training subscriber customers to seek feedback on their experience and address issues with under‑utilisation, highlighting upsell opportunities for heavy users.
• Maintain the Cornwall Insight Learning Management System (LMS) to ensure services delivered via the platform are up to date, the e‑store is updated and customer access runs seamlessly.
• Work with the Marketing Team to maintain sales collateral.
• Support training sales initiatives, such as demonstrating services, supporting sales calls and contributing to the development of sales and marketing campaigns.
• Plan and coordinate the full lifecycle of training courses, including scheduling public courses (12 months in advance), dispatching training materials, recording delegate feedback and circulating internally as required, and providing presenters.
• Liaise with Resource Manager for short‑term resourcing issues.
• Build strong relationships with customers by providing responsive, tailored support and proactively identifying opportunities to enhance their experience.
• Act as the first point of contact for customer queries, responding appropriately and escalating to other team members as required.
• Oversee compliance with background security checks for all colleagues delivering training.
• Oversee and maintain CPD accreditation of courses and notify presenters in good time.
• Identify process improvements such as AI enablement/automation and review training guidelines and processes in accordance with the Quality Management System.
• Produce regular reports on delegate feedback, support AI integration, collaborate with Head of Training and stakeholders to implement improvements focusing on scalability, customer value and operational efficiency.
• Maintain accurate Salesforce records for training sales and produce regular sales and pipeline reporting.
• Work with Revenue Operations Manager and finance team to ensure timely billing of training sales.

Essential Skills, Knowledge and Expertise

• Proven experience in a customer‑facing operational role such as training coordination, events management, professional services support.