Training Support Coordinator

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where no two days are the same? Are you highly organised, proactive, and enjoy supporting people to achieve great outcomes? If you answered yes, we'd love to hear from you!

We're looking for a meticulous, organised, and customer-focused individual with excellent attention to detail, a positive attitude, and a genuine passion for delivering exceptional service while keeping our training operations running seamlessly. You will be joining our Operations team at Impact Futures Group. This exciting opportunity will work across our specialist brands – First Response First Aid, Caring for Care, and The Health & Safety Group.

This is a hybrid-based role that requires attendance to our office in Birmingham or London at least one day a week. You will be expected to participate in any team events or company gatherings as required.

The Role:

As a Training Support Coordinator, you will play a key role in delivering an outstanding customer experience and ensuring the smooth day-to-day operation of our training administration function. The role acts as a key point of contact for customers, handling enquiries via phone, email, and support tickets, while supporting accurate and timely processing of registrations, certificates, and training documentation.

Working closely with the wider training team, the role ensures training rooms, equipment, and resources are organised and ready for trainers and venues, and that office and storage areas are maintained to a high standard. The role also supports supplier deliveries, visitor management, and the monitoring of customer reviews to help protect a positive brand reputation.

This is an opportunity to join a fast-paced, customer-focused team, providing a positive experience for customers from their first enquiry through to course completion. The role requires a highly organised, empathetic, and adaptable individual who can manage a high volume of enquiries and administrative tasks while maintaining excellent attention to detail.

The role will involve:

• Delivering excellent customer service by responding promptly and professionally to customer enquiries via phone, email and support tickets.
• Handling a high volume of incoming calls while maintaining a positive and helpful approach.
• Resolving customer queries wherever possible, providing a personalised and empathetic service.
• Processing course registrations accurately and issuing training certificates in a timely manner.
• Printing and distributing training certificates.
• Preparing training rooms and ensuring trainers have all the equipment and resources they need.
• Coordinating deliveries and collections with suppliers.
• Maintaining training cupboards, storage areas and office spaces to a high standard.
• Managing the visitor management system and parking bookings.
• Monitoring and responding to customer reviews, helping maintain our excellent reputation.
• Reporting office maintenance issues and supporting the smooth running of the department.
• Providing general administrative and operational support to the wider training team.

You’ll be joining a leading national training provider at an exciting time of growth and expansion, working in a fun and supportive environment in an organisation with a strong focus on people and culture. Expect regular catch-ups and socials with your team, surprises in the post and company-wide social events - we’re a friendly bunch!

The Benefits:

• 25 days holiday plus public and bank holidays
• 3 additional days of paid leave for Christmas Shut down
• Volunteer day
• Well-being day
• Enhanced Sick Pay
• BUPA Healthcare Cashback plan
• Enhanced Maternity paid leave
• Enhanced Paternity paid leave
• Grandparent paid leave
• Bereavement paid leave
• Life Assurance
• Refer a friend bonus
• Birthday day off
• 3% pension contribution using pension provider NEST
• Shopping discount & cash back platform
• Employee Financial Wellbeing support
• Buy an additional 5 days annual leave
• Employee Assistance Helpline
• Company events and social gatherings
• Appreciation gifts

About You:

Essential:

• Excellent telephone manner and customer service skills
• Strong written communication skills with great attention to detail
• Highly organised with strong problem-solving abilities
• Able to work independently using own initiative, as well as collaboratively within a team
• Empathetic, demonstrating understanding and compassion towards customers’ concerns and needs
• Excellent active listening skills to fully understand customer issues and provide appropriate solutions
• Patient and composed, maintaining professionalism even in challenging situations
• Adaptable and flexible, able to adjust to changing priorities in a fast-paced environment

Desirable:

• Previous experience in a customer service, administrative, or training support role
• Experience using booking, registration, or CRM systems
• First Aid at Work or Health & Safety awareness training
• Experience working within a training, education, or healthcare environment

About Us:

Impact Futures Group is one of the UK’s largest independently owned training providers, delivering apprenticeships and vocational qualifications. Our expertise is underpinned by our Ofsted Grade 2 'Good’ accreditation, and learner-centric delivery is at the heart of our continual operational evolution to ensure our learners receive an outstanding learning journey. We are the 23rd best large employer in the UK and the 6th best education provider. We have been awarded a prestigious 2-star accreditation for being an outstanding company to work for. We are an Equal Opportunities employer and welcome applications from all suitably qualified persons regardless of their race, disability, religion/belief, sexual orientation or age. We are committed to safeguarding and promoting the welfare of children and young people. An enhanced DBS check will be required for this role.