Hybrid/Remote Contact Centre Training Lead

IVC; England; Hybrid; GBP 42,000 - 58,000; Full time

Benefits offered by this job

Healthcare benefits

Career progression

Learning & development resources

Job summary

Inspiring Vet Care is seeking a Training Manager for the Contact Centre Hub (CCH) to lead learning and development across our hub. You will shape the training strategy, onboard and coach colleagues, and ensure both office-based and remote learners receive excellent customer service as the business grows.

You will design blended training, build competency frameworks, and work with operations to identify capability gaps.

Qualifications

• Demonstrable experience leading training, onboarding, coaching, or learning and development activity within a contact centre or similarly fast-paced environment.
• Experience creating learning strategies, training plans, and development frameworks.
• Proven success in delivering structured training programmes and competency-based assessments.
• Experience managing or coaching trainers, facilitators, or learning professionals.
• Strong stakeholder management to influence across teams.

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 programmes for onsite and remote colleagues.
• Create annual and rolling training plans aligned to priorities.
• Lead and develop trainers and live-support colleagues with coaching.

Skills

Training leadership

Onboarding & coaching

Learning & development

Stakeholder management

Data-driven improvements

Microsoft Office

Tools

MS Office

Learning systems

Contact centre systems

Job description

Inspiring Vet Care is seeking a Training Manager for the Contact Centre Hub (CCH) to lead learning and development across our hub. You will shape the training strategy, onboard and coach colleagues, and ensure both office-based and remote learners receive excellent customer service as the business grows.

You will design blended training, build competency frameworks, and work with operations to identify capability gaps.