Contact Centre Training Manager

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

Job summary

Red Recruitment is seeking a Contact Centre Training Manager to shape the training strategy and lead a small team across UK contact centres. The role focuses on designing and delivering engaging learning programmes to improve customer experience and performance.

Ideal candidates will have extensive contact centre training experience, strong leadership skills, and the ability to translate business needs into effective learning solutions. Travel to other UK centres is expected.

Qualifications

• 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.
• Ability to travel occasionally to other UK contact centres.

Responsibilities

• Developing and delivering the training strategy for the contact centre.
• Leading and developing a team of two trainers.
• Designing and delivering monthly onboarding cohorts for new joiners.
• Ensuring training enables handling complex and emotive customer conversations.
• Creating ongoing upskilling and refresher training for existing staff.
• Evaluating training effectiveness using feedback and performance data.
• Aligning training with operational requirements with senior managers.
• Supporting wider business strategy through learning initiatives.
• Identifying skills gaps and developing targeted training solutions.
• Maintaining consistent training standards across UK locations.

Skills

Contact centre training

Leading trainers

Stakeholder management

New starter training

Training strategy

Delivery skills

Communication

Travel

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. If you feel you are suitable for this role but the salary doesn't quite match, please do get in touch.

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:

• Developing and delivering the contact centre's training and learning strategy
• Leading, supporting and developing a team of two trainers
• Designing and delivering training programmes for new contact centre employees joining in monthly cohorts
• Ensuring training equips employees to manage complex and emotive customer conversations confidently and sensitively
• Creating ongoing upskilling, personal development and refresher training opportunities for existing employees
• Evaluating training effectiveness and using feedback and performance data to improve learning programmes
• Working closely with the Contact Centre Manager, Workforce Planning Manager and Customer Experience Manager to align training with operational requirements
• Supporting wider business strategy through effective learning and development initiatives
• Identifying skills gaps and developing targeted training solutions to meet evolving business needs
• Maintaining 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!

Red Recruitment (Agency)