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- Tasks: Lead training initiatives to empower customer service teams and enhance their skills.
- Company: Dynamic company focused on customer service excellence with a supportive culture.
- Benefits: Flexible hybrid working, generous holiday allowance, and personalised benefits through a 'Flex Pot'.
- Other info: Enjoy complimentary refreshments and access to an award-winning Employee Assistance Programme.
- Why this job: Make a real difference by shaping the training experience for future customer service stars.
- Qualifications: Experience in training design, strong coaching skills, and a passion for developing others.
The predicted salary is between 35000 - 45000 £ per year.
Are you interested in a customer service centre based training manager role with a difference? This is a Permanent, Full time role working 35 hours per week: Mon to Fri.
Benefits:
- Competitive salary - negotiable within a range
- Hybrid working: offering flexibility and a great work‑life balance. Typical working pattern will be a minimum of 3 days in the office per week.
- Generous holiday allowance: 23 days holiday + bank holidays.
- Free refreshments: Enjoy complimentary on‑tap soft drinks and premium hot drinks.
- Amazing core benefits: life assurance, holiday trading options, retail discounts plus access to an award‑winning Employee Assistance Programme with 24/7 GP access and wellbeing services - including an extra 'Celebration Day' off every full calendar year that you work for us.
- Each year, you’ll receive a 'Flex Pot,' to purchase additional personalised benefits. Whether it’s extra life assurance, private medical, a gym plan, increased pension contributions, dental or travel insurance, you can choose what fits your needs.
- Some benefits may cover you past state pension age and cover your family too!
Responsibilities:
- Reporting to the head of Customer Delivery, the Training Manager will own and drive the end‑to‑end training and capability agenda across our customer service functions including Diagnostics, Technical Support and Installations within our Customer Support Centre.
- This is a hands‑on, operational role focused on ensuring colleagues are competent, confident and compliant from day one, with clear accountability for onboarding, probation sign‑off, upskilling and continuous improvement.
- You will play a key role in reducing variability, accelerating readiness and embedding consistent ways of working across the CSC.
- Designing and delivering structured, practical onboarding and technical training programmes.
- Translating system, process and project change into clear, operationally usable training.
- Partnering with QA and operational leaders to identify capability gaps and drive targeted improvement.
Qualifications:
- Proven experience designing and delivering training.
- Experience analysing quality or performance data to shape learning.
- Working knowledge of Diagnostics, Technical Support or Installations workflows (or fast learning capability).
- Proven experience supporting new starters and managing probation sign‑off.
- Strong instructional design capability.
- Confidence analysing QA outputs and performance data.
- Excellent facilitation and coaching skills.
- Good systems understanding (or fast learning capability).
- Experience supporting major system rollouts or change programmes.
- Knowledge of drinks dispense, refrigeration or technical installations.
Customer Service Centre Training Manager employer: Innserve Ltd
Contact Detail:
Innserve Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Centre Training Manager
✨Tip Number 1
Network like a pro! Reach out to current employees in similar roles or departments on LinkedIn. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to training and customer service. We recommend using the STAR method to structure your answers – it helps you showcase your experience effectively!
✨Tip Number 3
Show off your skills during the interview! Bring examples of training programmes you've designed or delivered. This will demonstrate your hands-on experience and how you can add value from day one.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Customer Service Centre Training Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of Customer Service Centre Training Manager. Highlight your experience in designing and delivering training, as well as any relevant skills in analysing performance data. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your experience makes you the perfect fit. Don’t forget to mention your understanding of customer service functions and how you can contribute to our team.
Showcase Your Skills: In your application, be sure to showcase your instructional design capabilities and any experience you have with onboarding and training new starters. We love seeing examples of how you've made a difference in previous roles, so don’t hold back!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to explore more about what we do at StudySmarter!
How to prepare for a job interview at Innserve Ltd
✨Know Your Training Stuff
Make sure you brush up on your training design and delivery skills. Be ready to discuss specific examples of how you've created effective training programmes in the past, especially in customer service settings. This will show that you understand the role and can hit the ground running.
✨Data is Your Best Friend
Since the role involves analysing quality and performance data, come prepared with examples of how you've used data to shape learning outcomes. Think about times when you've identified gaps and implemented changes based on your findings. This will demonstrate your analytical skills and proactive approach.
✨Show Off Your Coaching Skills
Be ready to talk about your experience in coaching and facilitating training sessions. Share stories that highlight your ability to engage learners and adapt your style to meet their needs. This will help the interviewers see you as a hands-on leader who can inspire confidence in new starters.
✨Understand the Business
Familiarise yourself with the company's customer service functions, especially in Diagnostics, Technical Support, and Installations. Knowing the ins and outs of these areas will allow you to speak more confidently about how you can contribute to reducing variability and improving training processes.