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For Companies At a Glance
- Tasks: Lead a team to enhance customer experience and oversee training operations.
- Company: Join a global manufacturer known for innovation and growth.
- Benefits: Competitive salary, generous pension, private healthcare, and wellbeing support.
- Why this job: Make a real impact in a dynamic environment focused on service excellence.
- Qualifications: Experience in customer service or operations management, strong leadership skills.
- Other info: Opportunities for career growth in an award-winning culture.
The predicted salary is between 36000 - 60000 £ per year.
Director at W Talent focused on all things Manufacturing, Procurement & Supply Chain and TechnicalMy number is 07903 576530
Overview
W Talent are working in partnership with a global manufacturing organisation to appoint a Training and Customer Excellence Manager based from their facility in Derbyshire. This is a key leadership role within the organisation\’s professional training division, responsible for overseeing customer experience operations and ensuring the delivery of an outstanding delegate journey across multiple training locations.
This is a fantastic opportunity to join a forward-thinking, international manufacturer undergoing an impressive growth curve. If you\’re an experienced Training and Customer Excellence Manager looking for a role with impact, influence, and the chance to deliver positive change, we\’d love to hear from you.
The Role
As Training and Customer Excellence Manager, you will lead a dedicated service team managing bookings, enquiries, and delegate communications, while driving continuous improvement, service excellence, and brand engagement.
This pivotal role will lead a multi-site customer experience and training support team, championing a customer-first culture, and collaborate with key departments to enhance engagement, streamline operations, and elevate the overall training experience.
Key Responsibilities
- Lead, coach, and develop a high-performing customer support and training coordination team.
- Oversee end-to-end delegate experience, from initial enquiry to post-course feedback.
- Promote and manage professional training programmes to maximise participation and customer engagement.
- Maintain a professional and welcoming environment across all training centres and customer touchpoints.
- Collaborate with internal stakeholders, including Commercial, Operations, and Marketing teams, to ensure a seamless customer experience.
- Analyse customer data and feedback to identify trends, performance gaps, and opportunities for improvement.
- Manage customer concerns and enquiries promptly, ensuring issues are resolved efficiently and constructively.
- Lead continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
- Achieve and maintain industry-leading levels of customer satisfaction.
- Strengthen engagement through proactive service delivery and communication excellence.
- Drive efficiency in customer support processes and complaint resolution.
- Develop team capability through effective coaching, feedback, and leadership.
- Foster strong cross-functional collaboration to deliver a consistent and positive customer experience.
Experience and Qualifications
- Demonstrable experience in customer service or operations management, ideally within a training, service, or manufacturing environment.
- Proven ability to lead remote or multi-site teams effectively.
- Strong analytical capability with the confidence to interpret data and implement improvements.
- Excellent communication and interpersonal skills, with a collaborative leadership style.
- Competence in using CRM and customer service platforms.
- Resilient, organised, and able to thrive in a dynamic, fast-paced environment.
- A genuine passion for delivering service excellence and continuous improvement.
What\’s on Offer
- Competitive salary and bonus opportunities.
- Generous pension scheme for long-term financial security.
- Death in service benefit and access to private healthcare options.
- Comprehensive wellbeing programme including 24/7 GP access, mental health support, and lifestyle coaching.
- Additional health benefits such as free eye tests, health MOTs, NHS checks, and flu vaccinations.
- An award-winning culture recognised for putting people first, offering career growth and development opportunities.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Customer Service and Training
Industries
- HVAC and Refrigeration Equipment Manufacturing
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Customer Service and Training Manager employer: W Talent
Contact Detail:
W Talent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service and Training Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the manufacturing and training sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their training programmes and customer service ethos. This will help you tailor your responses and show that you’re genuinely interested in making a positive impact.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Training and Customer Excellence Manager. Highlight your leadership skills and any successful projects you've led that improved customer satisfaction.
✨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 proactive and engaged with our brand.
We think you need these skills to ace Customer Service and Training Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Training and Customer Excellence Manager. Highlight your experience in customer service and operations management, especially in training or manufacturing environments. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about delivering service excellence and how you can drive positive change in our organisation. Keep it engaging and relevant to the role.
Showcase Your Leadership Skills: Since this is a leadership role, make sure to highlight your experience in leading teams, especially in a remote or multi-site context. We’re looking for someone who can inspire and develop a high-performing team, so share your success stories!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at W Talent
✨Know Your Customer Service Inside Out
Make sure you brush up on your customer service principles and practices. Be ready to discuss how you've successfully managed customer experiences in the past, especially in a training or manufacturing context. Highlight specific examples where you've improved customer satisfaction or streamlined processes.
✨Showcase Your Leadership Skills
As a Training and Customer Excellence Manager, you'll need to demonstrate your ability to lead and develop teams. Prepare to share stories about how you've coached team members, resolved conflicts, or driven performance improvements. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Familiarise Yourself with Data Analysis
Since analysing customer data is key to this role, be prepared to discuss how you've used data to identify trends and implement improvements. Bring examples of metrics you've tracked and how they influenced your decision-making. This will show your analytical capability and commitment to continuous improvement.
✨Engage with the Company Culture
Research the company's values and culture before the interview. Be ready to explain how your personal values align with theirs, particularly around service excellence and collaboration. Showing that you understand and fit into their culture can set you apart from other candidates.
