Training Centre Manager CCH

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

Training Manager - Contact Centre Hub (CCH)

Location: hybrid/remote learning responsibilities

Shape the Learning Experience. Develop People. Drive Excellence.

About Us

At inspiring vet care, our people are at the heart of everything we do. As the UK’s number one vet care provider, we're trusted with the care of over 2 million animals, delivering our purpose of healthier animals and happier owners.

As part of Central Functions, you will be part of the teams that support and enable our network of over 2,500 practices across 20 countries, driving operational excellence, innovation and strategic impact across the business.

Whether your expertise is in Finance, HR, Technology, Marketing, Data, Legal, Operations or another specialist area, your work will help support colleagues and practices to deliver outstanding care to animals and their owners.

About The Team

We're looking for an experienced and passionate Training Manager to lead learning and development across our Contact Centre Customer Hub (CCH).

In this key leadership role, you'll be responsible for creating and delivering a comprehensive training strategy that supports colleague onboarding, coaching, development, and performance. You'll ensure both office-based and remote colleagues have the skills, confidence, and support needed to provide outstanding customer service while helping the business adapt to growth, change, and new ways of working.

If you're an experienced learning and development professional who thrives in a fast-paced environment and enjoys helping people reach their full potential, we'd love to hear from you.

How You’ll Make a Difference

• 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.

Essential Experience

• 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.

Skills & Knowledge

• Excellent communication, facilitation, and presentation skills.
• Strong organisational and project management abilities.
• Confidence delivering classroom, virtual, and blended learning.
• Strong Microsoft Office skills and experience using learning or contact centre systems.
• Understanding of data protection, information security, accessibility requirements, and best practice learning methodologies.

You Might Be a Great Fit If...

You Are a Capable And Collaborative Professional Who Brings

• A strategic way of thinking but hands-on in your delivery.
• Passionate about developing people and helping teams succeed.
• Collaborative and relationship-focused.
• Calm and resilient when managing competing priorities.
• Committed to continuous improvement and high standards.
• Aligned with our values of Caring, Responsibility, Innovation, and Releasing Potential.

How We’ll Support You

At inspiring vet care, we’re committed to supporting your development and wellbeing. When you join us, you’ll benefit from:

• A role with meaningful impact supporting thousands of colleagues and practices
• Clear career pathways with progression opportunities across the wider inspiring vet care Group
• Ongoing learning and development supported by experienced colleagues and specialist teams
• Access to internal networks, development programmes and professional growth opportunities
• A collaborative, values-led culture focused on care, innovation and continuous improvement

What We Offer Our Team

This is an exciting opportunity to shape the learning culture of a growing, customer-focused operation. You'll have the chance to make a real impact by developing colleagues, improving performance, and supporting service excellence across the Contact Centre.

• Healthcare Cash Plan
• Cycle to Work scheme
• Green Cars salary sacrifice scheme
• Voluntary benefits: choose from a range of benefits to suit you
• Discounted staff pet care
• Access to discounts and cashback with hundreds of participating retailers

We’re committed to supporting our people through career development opportunities, wellbeing initiatives and access to world‑class learning resources.

If you're ready to lead, inspire, and develop the next generation of contact centre talent, we'd love to hear from you.

Whether you’re just starting out or looking to take the next step in your career, inspiring vet care offers the support, opportunity and community to help you grow.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.