Service Centre Training Team Lead (Hybrid)

CCMA - Call Centre Management Association; United Kingdom; Hybrid; GBP 50,000 - 64,000; Full time

Benefits offered by this job

Hybrid working options

Private healthcare

Life insurance

Group income protection

Pension scheme

Volunteer day

Job summary

The Service Centre Training Team Leader will oversee the Training function across the Service Centre, ensuring colleagues have the skills and confidence to deliver an exceptional member experience.

This role owns end-to-end training lifecycle—onboarding, route to competency, refresher training and leadership development—leading two Training Specialists based in Ipswich and Manila, and collaborating with Operations, Product and Quality teams.

Qualifications

• Experience leading training, learning or capability functions in a contact centre or service environment.
• Proven people management and development skills.
• Experience designing training across multiple formats.
• Strong stakeholder management and influencing ability.
• Excellent communication, facilitation and coaching skills.
• Analytical mindset with ability to translate data into learning solutions.
• Strong organisational and planning capabilities.

Responsibilities

• Own and deliver the Service Centre Training Strategy and roadmap.
• Design, deliver and evaluate training across formats (classroom, virtual, eLearning, coaching).
• Lead onboarding, route to competency, refresher training and leadership programmes.
• Identify capability gaps from quality, feedback and performance data and implement plans.
• Coach and develop two Training Specialists and manage performance.
• Build relationships with Operations, Product, Knowledge Management and Quality teams.
• Drive continuous improvement in training effectiveness and adoption of new technologies.

Skills

People leadership

Training design

Stakeholder management

Communication

Coaching

Data-driven

Organisational skills

Tools

Shelf

Job description

The Service Centre Training Team Leader will oversee the Training function across the Service Centre, ensuring colleagues have the skills and confidence to deliver an exceptional member experience.

This role owns end-to-end training lifecycle—onboarding, route to competency, refresher training and leadership development—leading two Training Specialists based in Ipswich and Manila, and collaborating with Operations, Product and Quality teams.