Customer Service Centre Training Manager

Innserve ltd; Tadcaster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading customer service company in the United Kingdom is seeking a CSC Training Manager to design and deliver effective training programs for their customer service functions. The ideal candidate will have proven experience in instructional design, excellent facilitation skills, and a background in technical workflows. A recognized training qualification is required. This full-time role offers a supportive team environment and an opportunity to drive training excellence.

Qualifications

• Proven experience in designing and delivering training.
• Strong instructional design capability.
• Experience with performance data analysis.

Responsibilities

• Design and deliver structured training programs.
• Identify capability gaps with operational leaders.
• Ensure onboarding and probation sign-off processes.

Skills

Designing and delivering training

Analysing quality or performance data

Facilitation and coaching skills

Understanding of systems or fast learning

Education

Level 3 AET, CIPD Level 3/5 or equivalent

Job description

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Are you:
• Interested in a customer service centre based training manager role with a difference?
• This is a Permanentole, Full time. 35 hours per week: Mon to Fri

What does the CSC Training Manager role involve?

Reporting to the head of Customer Delivery, the Training Manager will own and drive the end-to-end training and capability agenda across our customer service functions including Diagnostics, Technical Support and Installations within our Customer Support Centre. This is a hands-on, operational role focused on ensuring colleagues are competent, confident and compliant from day one, with clear accountability for onboarding, probation sign-off, upskilling and continuous improvement. You will play a key role in reducing variability, accelerating readiness and embedding consistent ways of working across the CSC. Key aspects of the role include:

• Designing and delivering structured, practical onboarding and technical training programmes.
• Translating system, process and project change into clear, operationally usable training.
• Partnering with QA and operational leaders to identify capability gaps and drive targeted improvement.

You'll already have:

• Proven experience designing and delivering training
• Experience analysing quality or performance data to shape learning.
• Working knowledge of Diagnostics, Technical Support or Installations workflows (or fast learning capability)
• Proven experience supporting new starters and managing probation sign-off.
• Strong instructional design capability.
• Confidence analysing QA outputs and performance data.
• Excellent facilitation and coaching skills.
• Good systems understanding (or fast learning capability).
• Experience supporting major system rollouts or change programmes.
• Knowledge of drinks dispense, refrigeration or technical installations.
• A recognised training or learning qualification is essential, such as Level 3 AET, CIPD Level 3/5, coaching accreditation or equivalent. C&G 730-7 Adult Teaching Qualification or equivalent.

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