Quality and Training Manager - Customer Service Centre

Stagecoach Group Limited; Perth; On-site; GBP 35,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen dynamischen Quality & Training Manager, um den Kundenservice im Perth Service Centre zu verbessern. In dieser Schlüsselrolle gestalten Sie ein robustes Qualitätssicherungssystem und innovative Schulungsprogramme, um herausragende Kundeninteraktionen zu gewährleisten. Ihre Führungsqualitäten und strategische Denkweise werden dazu beitragen, Standards zu erhöhen und das Wachstum des Unternehmens zu inspirieren. Wenn Sie eine Leidenschaft für kontinuierliche Verbesserung und Teamarbeit haben, ist dies die perfekte Gelegenheit für Sie.

Benefits

Jährlicher Bonus bis zu 10% des Gehalts

Betriebliche Altersvorsorge mit bis zu 6% Arbeitgeberbeitrag

25 Tage Urlaub plus Feiertage

Stagecoach Busfahrkarte für Sie und einen Begleiter

Vielfältige Rabatte im Einzelhandel und Freizeitbereich

Qualifications

• Erfahrung im Qualitätsmanagement oder in der Kundenservice-Schulung.
• Fähigkeit, Schulungsprogramme zu entwerfen und durchzuführen.

Responsibilities

• Entwicklung eines umfassenden Qualitätsrahmens.
• Führung der Trainingsstrategie und Programmgestaltung.
• Zusammenarbeit mit Teams zur Verbesserung des Kundenfeedbacks.

Skills

Qualitätsmanagement

Coaching

Kommunikationsfähigkeiten

Strategisches Denken

Programmgestaltung

Job description

• Quality & Training Manager
• Based in Perth
• Full time position
• £35,000 per annum, including

We're looking for a dynamic Quality & Training Manager to help shape the future of customer service at our Perth Service Centre.

In this pivotal role, you’ll lead the development of a robust quality assurance framework and innovative training programmes, ensuring every customer interaction is outstanding. You’ll work closely with teams across the business to continuously raise standards, inspire growth, and make a real difference to our customer experience.

What you'll be doing:

• Designing and implementing a comprehensive quality framework.
• Reviewing customer interactions and delivering tailored coaching.
• Leading training strategy, content development, and programme delivery.
• Collaborating with Customer Insights and Operations teams to align customer feedback with service improvements.
• Driving capability gap analysis and creating pathways for employee development.

What you'll bring:

• Experience in quality assurance and/or customer service training roles.
• Strong coaching, leadership, and communication skills.
• A strategic mindset with an eye for detail and a passion for continuous improvement.
• Ability to design, deliver, and manage training programmes that inspire and upskill.
• Confidence in collaborating across teams and managing multiple priorities.

Why join us?

You'll join a supportive, collaborative team committed to innovation and customer excellence. Your ideas and leadership will help shape our service for the future, and your impact will be seen and felt every day.

We offer a great benefits package including:

• Annual Discretionary Bonus Scheme; maximum potential of 10% of salary
• Defined Contribution pension scheme with employer contributions of up to 6%
• 25 days holiday plus bank holidays
• A Stagecoach Bus travel pass for you and a companion
• Wide range of retail and leisure discounts

Ready to help us raise the bar?

Apply today and be part of something brilliant.

Stagecoach is proudly an inclusive employer, striving for a culture where everyone can be themselves and where all the differences people bring are truly appreciated. We welcome applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation or age. We also live by our five values across Stagecoach; We plan for the future, we do the right thing, we are stronger together, we are down to earth, and we support communities.