Training Centre Manager CCH

IVC Evidensia Group; Dunfermline; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Cycle to Work scheme

Green Cars salary sacrifice scheme

Discounted staff pet care

Discounts and cashback with retailers

Job summary

IVC Evidensia Group in the UK is seeking an experienced Training Manager to lead learning and development across our Contact Centre Customer Hub. You will shape onboarding, coaching, development and performance, ensuring both office-based and remote colleagues have the skills and confidence to deliver outstanding customer service.

You will design and deliver engaging training programmes, create annual and rolling plans aligned to operational priorities, and lead trainers with clear direction

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.

Job description

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.

Key Responsibilities

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.

• 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.

Vets Now, Support Office

Penguin House, Castle Riggs, Dunfermline, KY11 8SG, United Kingdom

At IVC Evidensia we are a committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.

Any questions before applying?

Speak to Danielle Hughes from our recruitment team who would be happy to help you with any questions you have before applying for this role.