At a Glance
- Tasks: Lead a team to enhance customer experience and oversee training operations.
- Company: Join a global manufacturing leader with a focus on innovation and growth.
- Benefits: Enjoy competitive salary, bonuses, and a comprehensive wellbeing programme.
- Other info: Be part of an award-winning culture that prioritises people and career development.
- Why this job: Make a real impact by driving service excellence and customer satisfaction.
- Qualifications: Experience in customer service management and strong leadership skills required.
The predicted salary is between 40000 - 50000 £ per year.
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
- Lead a dedicated service team managing bookings, enquiries, and delegate communications, while driving continuous improvement, service excellence, and brand engagement.
- 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
Customer Service and Training Manager in Leicester employer: W Talent
Join a dynamic global manufacturing organisation in Derbyshire as a Training and Customer Excellence Manager, where you will lead a dedicated team to enhance customer experience and drive service excellence. With a strong focus on employee wellbeing and professional development, the company offers competitive salaries, generous benefits, and a supportive culture that prioritises growth and innovation. This is an exceptional opportunity to make a meaningful impact in a forward-thinking environment that values collaboration and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service and Training Manager in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at W Talent. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like W Talent before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service and Training Manager in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to W Talent:Your cover letter is your chance to shine! Tell us why you want to work at W Talent specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at W Talent!
How to prepare for a job interview at W Talent
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
