Quality and Training Manager

Jobtailor; Salford; On-site; GBP 32,000 - 48,000; Full time

Job summary

Jobtailor in the United Kingdom is seeking a Training and Coaching specialist to deliver engaging induction programmes and ongoing training across Customer Operations and Emergency Out-of-Hours teams. You will develop skills and confidence, manage training materials, and provide live coaching on the floor.

You will use data and health checks to identify gaps, perform root cause analysis, maintain the Skills Matrix, and support change initiatives while ensuring policy and procedures are followed.

Qualifications

• Experience training or coaching a team in a fast-paced customer-focused environment.
• Ability to inspire and motivate.
• Computer literacy.
• Efficient, concise and clear verbal and written communication skills.
• Ability to manage own workload with flexibility and initiative.
• Ability to work well under pressure against multiple objectives and targets.
• Ability to take direction, deliver difficult messages and use initiative.
• Ability to negotiate and drive continuous improvement.
• Social and emotional intelligence.
• Knowledge of customer satisfaction drivers, regulated markets, customer types and Contact Centre OKRs is desirable.

Responsibilities

• Deliver engaging induction programmes and ongoing training across Customer Operations and Emergency Out-of-Hours teams.
• Work closely with Team Leaders to develop Customer Service Specialists' skills, knowledge and confidence.
• Manage the creation and ongoing development of induction and training materials.
• Produce daily health checks to ensure data integrity and identify training gaps.
• Use reporting to provide insights and drive departmental improvements.
• Complete quality-framework assessments to identify knowledge, compliance, skill, efficiency and behavioural gaps.
• Own and maintain the Skills Matrix for all colleagues.
• Provide live floor support and in-the-moment coaching.
• Complete root cause analysis to support customer process documentation and continuous improvement initiatives.
• Support company change initiatives and maintain policy, process and procedure adherence.
• Participate in coaching with the Leader to review performance, customer experience, objectives, targets and personal development.
• Deliver additional requirements supporting the end-to-end customer experience and department objectives, including direct customer contact as covered in the Water Customer Service Specialist role.

Skills

Training

Coaching

Data literacy

Communication

Workload management

Under pressure

Direction and messaging

Continuous improvement

Emotional intelligence

Customer satisfaction knowledge

Tools

CRM software

Reporting tools

Job description

• Deliver engaging induction programmes and ongoing training across Customer Operations and Emergency Out-of-Hours teams
• Work closely with Team Leaders to develop Customer Service Specialists' skills, knowledge and confidence
• Manage the creation and ongoing development of induction and training materials
• Produce daily health checks to ensure data integrity and identify training gaps
• Use reporting to provide insights and drive departmental improvements
• Complete quality-framework assessments to identify knowledge, compliance, skill, efficiency and behavioural gaps
• Own and maintain the Skills Matrix for all colleagues
• Provide live floor support and in-the-moment coaching
• Complete root cause analysis to support customer process documentation and continuous improvement initiatives
• Support company change initiatives and maintain policy, process and procedure adherence
• Participate in coaching with the Leader to review performance, customer experience, objectives, targets and personal development
• Deliver additional requirements supporting the end-to-end customer experience and department objectives, including direct customer contact as covered in the Water Customer Service Specialist role

Requirements

• Experience training or coaching a team working in a fast-paced customer-focused environment
• Ability to inspire and motivate
• Computer literacy
• Efficient, concise and clear verbal and written communication skills
• Ability to manage own workload with flexibility and initiative
• Ability to work well under pressure against multiple objectives and targets
• Ability to take direction, deliver difficult messages and use initiative
• Ability to negotiate and drive continuous improvement
• Social and emotional intelligence
• Knowledge of customer satisfaction drivers, regulated markets, customer types and Contact Centre OKRs is desirable

Core Competencies

Demonstrates expertise in delivering training programs and coaching within customer operations, focusing on skill development, compliance, and continuous improvement. Proficient in managing training materials and conducting assessments to enhance team performance and customer satisfaction.

Highest-signal resume keywords

• Training Program Development
• Coaching and Mentoring
• Data Integrity Management
• Continuous Improvement Initiatives
• Customer Satisfaction Knowledge

Hard Skills

• Training Material Creation
• Quality-Framework Assessment
• Root Cause Analysis
• Skills Matrix Management
• Reporting and Insights Generation

Soft Skills

• Inspiring and Motivating
• Clear Verbal and Written Communication
• Social and Emotional Intelligence
• Flexibility and Initiative
• Ability to Work Under Pressure

Industry Keywords

• Customer Operations
• Emergency Out-of-Hours
• Contact Centre OKRs
• Regulated Markets
• Customer Types

Tools & Technologies

• Customer Relationship Management Software
• Data Reporting Tools