Hybrid Contact Centre Training Leader

Inspiring Vet Care; Dunfermline; Hybrid; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Healthcare Cash Plan

Cycle to Work scheme

Green Cars salary sacrifice scheme

Voluntary benefits

Discounted staff pet care

Access to discounts and cashback

Job summary

Inspiring Vet Care is seeking a Training Manager for the Contact Centre Hub. You will lead learning and development, shaping onboarding, coaching, and performance support for both onsite and remote colleagues. Drive the training strategy to align with growth and service excellence.

You will build competency frameworks, manage trainers, and work with operations to close capability gaps. This role demands strong stakeholder management and a commitment to continuous improvement within a fast-paced

Qualifications

• Experience leading training, onboarding, coaching, or L&D in a fast-paced environment.
• Experience creating learning strategies, training plans, and development frameworks.
• Proven ability to deliver structured training programmes and competency-based assessments.
• Experience coaching trainers, facilitators, or learning professionals.
• Strong stakeholder management to influence across teams.
• Experience using performance data to identify development needs.

Responsibilities

• Develop and lead the Contact Centre training and development strategy.
• Own the end-to-end learning journey from induction to competency sign-off.
• Design and deliver engaging training for onsite and remote colleagues.
• Create annual and rolling training plans aligned to priorities.
• Lead and develop trainers and live-support colleagues.
• Build competency frameworks, assessments, and learning resources.
• Collaborate with leaders to identify gaps and opportunities.
• Measure training effectiveness via feedback and performance metrics.
• Support new services and change initiatives with training plans.
• Champion continuous improvement and a culture of development.

Skills

Training leadership

Stakeholder management

Coaching and mentoring

Learning strategy

Communication

Digital learning

Project management

Tools

Microsoft Office

Learning systems

Job description

Inspiring Vet Care is seeking a Training Manager for the Contact Centre Hub. You will lead learning and development, shaping onboarding, coaching, and performance support for both onsite and remote colleagues. Drive the training strategy to align with growth and service excellence.

You will build competency frameworks, manage trainers, and work with operations to close capability gaps. This role demands strong stakeholder management and a commitment to continuous improvement within a fast-paced