Customer Service and Training Manager

W Talent; East Midlands; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Generous pension scheme

Death in service benefit

Access to private healthcare

Comprehensive wellbeing programme

Career growth opportunities

Job summary

A leading recruitment agency is seeking a Training and Customer Excellence Manager to oversee training operations and ensure outstanding delegate experiences across multiple locations. The role requires strong leadership in customer support, excellent communication skills, and a passion for service excellence. The ideal candidate should have experience in managing teams and improving customer satisfaction. This position offers competitive salary and benefits.

Qualifications

• Demonstrable experience in customer service or operations management.
• Proven ability to lead remote or multi-site teams effectively.
• Strong analytical capability with the confidence to interpret data.

Responsibilities

• Lead, coach, and develop a high-performing customer support and training team.
• Oversee end-to-end delegate experience from enquiry to feedback.
• Manage customer concerns and enquiries promptly and constructively.

Skills

Customer service management

Team leadership

Analytical capability

Excellent communication skills

Operations management

Tools

CRM systems

Job description

Director at W Talent focused on all things Manufacturing, Procurement & Supply Chain and TechnicalMy number is 07903 576530

Overview

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

As Training and Customer Excellence Manager, you will lead a dedicated service team managing bookings, enquiries, and delegate communications, while driving continuous improvement, service excellence, and brand engagement.

This pivotal role will lead a multi-site customer experience and training support team, championing a customer-first culture, and collaborate with key departments to enhance engagement, streamline operations, and elevate the overall training experience.

Key Responsibilities

• Lead, coach, and develop a high-performing customer support and training coordination team.
• 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