Training Manager in Kingston upon Thames

The Training Manager leads a high-performing team of customer trainers to deliver exceptional onboarding and ongoing education experiences for Wolters Kluwer customers. This role is central to ensuring customers gain maximum value from our products through a blend of digital learning, virtual delivery, and face-to-face training. You will create an environment where people are empowered, developed, and aligned to Wolters Kluwer’s DNA—delivering results through collaboration, accountability, innovation, and a relentless focus on customer outcomes.

Key Responsibilities

• Leadership & People Development
  • Lead, coach, and motivate a team of 8–10 customer training professionals, fostering a culture of trust, accountability, and continuous improvement.
  • Recruit, onboard, develop, and retain high-performing talent aligned to Wolters Kluwer values.
  • Set clear expectations, manage performance proactively, and address underperformance constructively.
  • Support career development and capability building across technical, product, and customer-facing skills.
• Customer Experience & Delivery Excellence
  • Ensure customers are effectively onboarded through high-quality digital, virtual, and in-person training experiences.
  • Act as an escalation point for customer training-related service challenges, resolving issues with professionalism and urgency.
  • Regularly review training delivery quality and customer feedback to ensure service levels and customer satisfaction targets are met or exceeded.
  • Identify opportunities to improve customer experience and take ownership of delivering practical, scalable solutions.
• Strategy, Performance & Continuous Improvement
  • Deliver team KPIs, objectives, and service commitments with strong commercial awareness.
  • Contribute to and help drive the customer education and training strategy.
  • Own and deliver key strategic projects that support departmental and business priorities.
  • Balance team resources to ensure effective delivery of paid training and the creation and maintenance of digital learning content.
  • Ensure departmental processes and procedures are followed consistently, refining them where improvements enhance efficiency or customer outcomes.
• Stakeholder Collaboration
  • Build and maintain strong relationships with internal stakeholders across sales, product, support, and operations.
  • Operate effectively in a matrix environment, influencing at multiple levels to deliver shared outcomes.
• Living Our DNA
  • Act as a role model for Wolters Kluwer’s DNA and company culture.
  • Ensure the team consistently demonstrates behaviours aligned to our values in how we work with customers and colleagues.
  • Take ownership for embedding cultural expectations into everyday ways of working.

Skills & Competencies (Aligned to Wolters Kluwer DNA)

• Proven experience managing and developing teams within customer education, training, professional services, or customer success.
• Strong people leadership capability, delivering results through empowerment and accountability.
• Exceptional communication and influencing skills at all organisational levels.
• Passion for customer education, digital learning, and modern workplace learning methodologies.
• Strong problem-solving skills with a practical, solution-focused mindset.
• Creative and innovative approach to improving learning experiences and customer outcomes.
• Solid commercial acumen and understanding of value-driven service delivery.
• Experience working effectively in cross-functional, matrix organisations.