Contact Centre Training & Development Lead

Ivc; Dunfermline; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Healthcare Cash Plan

Cycle to Work

Green Cars salary sacrifice

Voluntary benefits

Discounted staff pet care

Discounts & cashback

Job summary

inspiring vet care is seeking a Training Manager for our Contact Centre Hub to shape learning and development across the team. You will own onboarding, coaching, competency sign-off, and ongoing development for both office-based and remote colleagues to deliver outstanding customer service.

In this leadership role, you’ll design engaging programmes, build competency frameworks, and partner with operational leaders to close capability gaps.

Qualifications

• Experience leading training, onboarding, coaching, or learning and development activity within a contact centre or fast-paced environment.
• Ability to design learning strategies, training plans and development frameworks.
• Proven success delivering structured training programmes and competency-based assessments.
• Experience managing or coaching trainers, facilitators, or learning professionals.
• Strong stakeholder management across multiple teams.

Responsibilities

• Develop and lead the contact centre training and development strategy.
• Own the end-to-end learning journey from induction to competency sign-off.
• Design and deliver training for onsite and remote colleagues.
• Create annual and rolling training plans aligned to priorities and objectives.
• Lead and develop trainers and live-support colleagues.
• Build competency frameworks, assessments, training materials, and resources.
• Collaborate with operational leaders to identify capability gaps and opportunities.
• Measure training effectiveness via learner feedback and performance outcomes.
• Support new services, technology implementations and change initiatives with training plans.
• Champion continuous improvement and professional development across the Contact Centre.

Skills

Training leadership

Onboarding

Coaching

L&D strategy

Tools

Microsoft Office

Learning systems

Contact centre systems

Job description

inspiring vet care is seeking a Training Manager for our Contact Centre Hub to shape learning and development across the team. You will own onboarding, coaching, competency sign-off, and ongoing development for both office-based and remote colleagues to deliver outstanding customer service.

In this leadership role, you’ll design engaging programmes, build competency frameworks, and partner with operational leaders to close capability gaps.