Contact Centre Training Manager

Red Recruitment; Bristol; On-site; GBP 40,500 - 49,500; Full time

Job summary

Red Recruitment is seeking a Contact Centre Training Manager in Bristol to shape the training strategy, lead a small team of two trainers and ensure new and existing colleagues have the knowledge and confidence to deliver an excellent customer experience.

The role combines strategic thinking with hands-on training design and delivery, requiring a strong background in contact centre operations and employee development. Some travel to other UK contact centres is expected.

Qualifications

• Significant contact centre training experience.
• Experience leading or developing other trainers.
• Strong knowledge of contact centre operations and customer experience.
• Ability to translate business requirements into learning programmes.

Responsibilities

• Develop and implement the contact centre's training strategy.
• Lead, support and develop a team of two trainers.
• Design and deliver training programmes for new hires in monthly cohorts.
• Ensure training equips employees to handle complex and emotive customer conversations confidently and sensitively.
• Create ongoing upskilling, personal development and refresher training opportunities.
• Evaluate training effectiveness using feedback and performance data to improve programmes.
• Collaborate with operational leaders to align training with business needs.
• Support wider business strategy through effective learning and development initiatives.
• Identify skills gaps and develop targeted training solutions for evolving needs.
• Maintain consistent training standards across UK contact centres.

Skills

Training design

Team leadership

Stakeholder management

Coaching

Learning strategy

Travel flexibility

Job description

Contact Centre Training Manager

Are you an experienced contact centre training professional who enjoys designing engaging learning programmes, developing people and supporting wider business strategy?

Red Recruitment is recruiting a Contact Centre Training Manager to join a contact centre handling complex and emotive telephone enquiries.

This is a key leadership role responsible for shaping the training strategy, managing two trainers and ensuring new and existing colleagues have the knowledge, skills and confidence to deliver an excellent customer experience.

The ideal candidate will have significant contact centre training experience and enjoy combining strategic thinking with hands‑on training design and delivery.

Package for a Contact Centre Training Manager

• Salary: Circa £45,000 per annum
• Hours: Full‑time
• Contract Type: Permanent
• Location: Central Bristol, with some travel to other UK contact centres

Key Responsibilities of a Contact Centre Training Manager

• Develop and deliver the contact centre's training and learning strategy
• Lead, support and develop a team of two trainers
• Design and deliver training programmes for new contact centre employees joining in monthly cohorts
• Ensure training equips employees to manage complex and emotive customer conversations confidently and sensitively
• Create ongoing upskilling, personal development and refresher training opportunities for existing employees
• Evaluate training effectiveness and use feedback and performance data to improve learning programmes
• Work closely with the Contact Centre Manager, Workforce Planning Manager and Customer Experience Manager to align training with operational requirements
• Support wider business strategy through effective learning and development initiatives
• Identify skills gaps and develop targeted training solutions to meet evolving business needs
• Maintain consistent training standards across UK contact centre locations

Key Skills and Experiences of a Contact Centre Training Manager

• Previous experience designing and delivering training within a contact centre environment is essential
• Experience leading, coaching or developing other trainers
• Strong knowledge of contact centre operations, customer experience and employee development
• Confidence delivering training for new starters as well as established teams
• Experience creating training strategies and translating business requirements into effective learning programmes
• An engaging and adaptable delivery style, with the ability to make complex subjects accessible
• Excellent communication, coaching and stakeholder management skills
• Ability to work collaboratively with operational leaders and wider business functions
• Comfortable balancing strategic responsibilities with hands‑on training delivery
• Willingness to travel occasionally to other UK contact centres

If you have significant contact centre training experience and are passionate about developing people, improving performance and supporting business strategy, please apply now!