Strategic Contact Centre Training Lead

Red Recruitment; Bristol; On-site; GBP 40,500 - 49,500; Full time

Job summary

Red Recruitment is seeking a Contact Centre Training Manager in Bristol to shape the training strategy, lead a small team of two trainers and ensure new and existing colleagues have the knowledge and confidence to deliver an excellent customer experience.

The role combines strategic thinking with hands-on training design and delivery, requiring a strong background in contact centre operations and employee development. Some travel to other UK contact centres is expected.

Qualifications

• Significant contact centre training experience.
• Experience leading or developing other trainers.
• Strong knowledge of contact centre operations and customer experience.
• Ability to translate business requirements into learning programmes.

Responsibilities

• Develop and implement the contact centre's training strategy.
• Lead, support and develop a team of two trainers.
• Design and deliver training programmes for new hires in monthly cohorts.
• Ensure training equips employees to handle complex and emotive customer conversations confidently and sensitively.
• Create ongoing upskilling, personal development and refresher training opportunities.
• Evaluate training effectiveness using feedback and performance data to improve programmes.
• Collaborate with operational leaders to align training with business needs.
• Support wider business strategy through effective learning and development initiatives.
• Identify skills gaps and develop targeted training solutions for evolving needs.
• Maintain consistent training standards across UK contact centres.

Skills

Training design

Team leadership

Stakeholder management

Coaching

Learning strategy

Travel flexibility

Job description

Red Recruitment is seeking a Contact Centre Training Manager in Bristol to shape the training strategy, lead a small team of two trainers and ensure new and existing colleagues have the knowledge and confidence to deliver an excellent customer experience.

The role combines strategic thinking with hands-on training design and delivery, requiring a strong background in contact centre operations and employee development. Some travel to other UK contact centres is expected.