Service Centre Training Lead — Strategy & Coaching

WTW; Redhill; Hybrid; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Hybrid working options

Private healthcare

Job summary

WTW seeks a Service Centre Training Team Leader to guide the Training function across the centre, ensuring colleagues have the skills and confidence to deliver excellent member experiences.

You will own onboarding, competency routes, refresher training and leadership development, leading two Training Specialists across Ipswich and Manila, while aligning interventions to business needs and KPI insights.

Qualifications

• Experience leading training, learning or capability functions.
• Proven ability to manage and develop people.
• Design and deliver training across formats (classroom, virtual, eLearning, on-the-job).
• Strong stakeholder management and influencing skills.
• Excellent communication, facilitation and coaching abilities.

Responsibilities

• Lead the Training function across the Service Centre and manage two Training Specialists.
• Own the end-to-end training lifecycle: onboarding, competency routes, refresher training and leadership development.
• Collaborate with Operational Leaders, Product Owners and Quality teams to align learning with business priorities.
• Monitor KPIs, drive improvements, and embed feedback mechanisms.

Skills

Leadership

Stakeholder management

Communication

Coaching

Data analysis

Planning

Tools

Shelf

Job description

WTW seeks a Service Centre Training Team Leader to guide the Training function across the centre, ensuring colleagues have the skills and confidence to deliver excellent member experiences.

You will own onboarding, competency routes, refresher training and leadership development, leading two Training Specialists across Ipswich and Manila, while aligning interventions to business needs and KPI insights.