Training Centre Lead – Hybrid/Remote

IVC Evidensia; Dunfermline; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Healthcare Cash Plan

Cycle to Work scheme

Green Cars salary sacrifice scheme

Discounted staff pet care

Access to discounts and cashback with

Job summary

IVC Evidensia is seeking a Training Manager to lead learning and development for the Contact Centre Hub, coordinating onboarding, coaching, and performance support for both onsite and remote colleagues.

You will design engaging training programmes, develop competency frameworks, and collaborate with operations to close capability gaps, driving excellent customer service and consistency across the network.

Qualifications

• Demonstrable experience leading training, onboarding, coaching, or learning and development activity within a contact centre or similarly fast-paced operational 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 skills with the ability to influence and build relationships across multiple teams.
• Experience using performance and quality data to identify development needs and drive improvements.

Responsibilities

• Develop and lead the Contact Centre training and development strategy.
• Own the end-to-end learning journey, from induction and onboarding through to competency sign-off and ongoing development.
• Design and deliver engaging training programmes for both onsite and remote colleagues.
• Create annual and rolling training plans aligned to operational priorities and business objectives.
• Lead and develop trainers and live-support colleagues, providing coaching and clear direction.
• Build and maintain competency frameworks, assessments, training materials, and learning resources.
• Work closely with operational leaders, quality teams, and workforce planning colleagues to identify capability gaps and development opportunities.
• Measure training effectiveness through learner feedback, quality outcomes, operational performance, and colleague confidence.
• Support new services, technology implementations, and business change initiatives with effective training and communication plans.
• Champion a culture of continuous improvement, coaching, and professional development across the Contact Centre.

Skills

Training strategy

Onboarding

Coaching

Stakeholder management

Facilitation

Project management

Presentation skills

Tools

MS Office

LMS/learning systems

Job description

IVC Evidensia is seeking a Training Manager to lead learning and development for the Contact Centre Hub, coordinating onboarding, coaching, and performance support for both onsite and remote colleagues.

You will design engaging training programmes, develop competency frameworks, and collaborate with operations to close capability gaps, driving excellent customer service and consistency across the network.