Training Customer Support Coordinator

Cornwall Insight; Norwich; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prominent energy consultancy in Norwich is seeking a Training Customer Support Coordinator to join their team. This role focuses on enhancing customer experience across training services, managing bookings, and supporting operational efficiency. The ideal candidate will have strong organizational skills, proficiency in CRM systems like Salesforce, and experience in customer-facing roles. The position offers various benefits, including a company bonus scheme and private medical healthcare.

Benefits

Company bonus scheme

Private medical healthcare

Contributory pension scheme

25 days holiday increasing with service

Annual wellbeing day

Perkbox discount scheme

Qualifications

• Proven experience in a customer-facing operational role, such as training coordination or events management.
• Experience managing multiple workflows simultaneously with strong follow-through.
• Confidence using CRM systems and digital platforms.

Responsibilities

• Manage customer bookings across channels professionally.
• Plan and coordinate training courses and resource delivery.
• Oversee compliance with background security checks.

Skills

Customer-facing experience

CRM system proficiency (Salesforce)

Organizational skills

Written and verbal communication

Attention to detail

Job description

Description

Cornwall Insight is an award-winning provider of research, analysis, consulting and training to businesses and stakeholders engaged in the Great British and Irish energy markets. We are seeking a Training Customer Support Coordinator to join our Training team in our Norwich HQ.

The Training Customer Support role is central to delivering an exceptional customer experience across the full training service lifecycle.

This position combines customer service, operational coordination, and sales support to ensure training services are delivered efficiently, accurately, and with maximum value for customers. The role requires strong organisational skills, attention to detail, and the ability to build relationships with internal teams and external clients.

As part of Cornwall Insight’s commitment to innovation and continuous improvement, the role will also support the practical adoption of AI tools and automation within training operations. This includes identifying opportunities to enhance our service offering, streamline workflows, and improving customer experience through smarter, data-informed approaches.

Key Responsibilities

Sales and Marketing

• Collaborate with Head of Sales to identify key decision-makers and budget holders within target accounts, supporting lead conversion and pipeline development.
• Manage customer booking across all channels (e.g., e-store, email enquiries, via third-party agents and subscribers) in a timely and professional manner.
• Ensure all sales opportunities are accurately recorded in the CRM system (SalesForce) in a timely manner, including relevant customer communications, proposals, signed contracts and Purchase Orders.
• Regularly meet training subscriber customers to seek feedback on their experience of the service and address issues with under utilisation by customers and highlight upsell opportunities where customers are heavy users of the service.
• Maintain the Cornwall Insight Learning Management System (LMS) to ensure services delivered via the platform are up to date, the e-store is updated, and customer access to services runs seamlessly.
• Work with the Marketing Team to maintain sales collateral.
• Support training sales initiatives, as directed, such as demonstrating services, supporting sales calls, and contributing to the development of sales and marketing campaigns.

Customer Service and Resource Management

• Plan and coordinate the full lifecycle of training courses, including:
  • Scheduling public courses (12 months in advance).
  • Timely dispatch of training materials to delegates.
  • Record training delegate feedback and circulate internally as required.
  • Resource training delivery through identifying presenters, in liaison with colleagues, with relevant subject matter expertise and experience.
  • Liaise with Resource Manager to address any short-term resourcing issues.
• Build strong relationships with customers by providing responsive, tailored support and proactively identifying opportunities to enhance their experience, including with third party booking agents/ partners.
• Act as the first point of contact for customer queries, responding accordingly and escalating to other team members as required.
• Oversee compliance with background security checks (where necessary), for all colleagues that deliver training.

Content Production and Maintenance

• Oversee and maintain Continuing Professional Development (CPD) accreditation of courses.
• Notify training course presenters in good time to ensure all training course materials are up to date ahead of each session.
• Identify process improvements (eg. AI enablement/automation etc.)
• Review of all training guidelines, processes etc. in accordance with the requirements of the company’s Quality Management System.

Strategy, Management and Management Information Reporting

• Participate in company wide initiatives where necessary as directed.
• Produce regular reports on delegate feedback to inform decision-making and continuous improvement.
• Support the integration of AI and automation tools to enhance internal workflows, e.g., automating routine communications, streamlining data entry, or generating insights from customer data.
• Collaborate with the Head of Training and internal stakeholders to identify and implement improvements to training delivery processes, with a focus on scalability, customer value, and operational efficiency.
• Work with the training team and Revenue Operations Manager to maintain accurate Salesforce records in respect of training sales, and to produce regular sales and sales pipeline reporting.
• Work with the Revenue Operations Manager and finance team to ensure timely billing of training sales, and to support the process as needed.

Skills, Knowledge and Expertise

Essential:

• Proven experience in a customer-facing operational role, such as training coordination, events management, professional services support, or account operations.
• Experience managing multiple workflows simultaneously, with demonstrable attention to detail and strong follow-through.
• Confidence using CRM systems (e.g. Salesforce) and digital platforms to manage customer data, bookings and communications.
• Strong written and verbal communication skills, with the ability to adapt tone and content for different audiences.
• Experience working collaboratively across teams (e.g. sales, finance, marketing, subject experts).
• Highly organised, with the ability to prioritise competing deadlines calmly and effectively.
• Commercially aware, with an understanding of how operational decisions affect customer value and revenue.
• Confident working with systems and data, and quick to adopt new tools and processes.
• Collaborative, proactive and comfortable taking ownership within a defined remit.

Desirable:

• Experience supporting or coordinating learning, training or professional development services.
• Familiarity with Learning Management Systems (LMS) or e-commerce booking platforms.
• Exposure to process improvement, service design or operational change initiatives.
• Interest in, or practical experience of, using automation or AI-enabled tools to improve efficiency or customer experience.
• Understanding of subscription-based or B2B service models.

Benefits

• Company bonus scheme
• Private medical healthcare
• Contributory pension scheme
• 25 days holiday per annum, increasing by 1 day for each year of service up to 5 years
• Annual wellbeing day
• Annual volunteering day
• Ability to buy additional holiday through salary sacrifice
• Perkbox discount scheme
• Death in service benefit
• Company sick pay
• Parental leave pay
• Cycle-to-work scheme
• Monthly employee value awards

We are proud to be recognised by the Financial Times as a leading management consultancy in the Energy, Utilities & Environment Sector. We have been accredited with Investors in People Silver and won Business of the Year and Employer of the Year at the Norfolk Business Awards 2021, as well as the Outstanding Achievement award in 2022.

Cornwall Insight is the pre-eminent provider of research, analysis, consulting and training to businesses and stakeholders in the Great British, Irish and Australian energy markets. We leverage a combination of analytical capability, a detailed appreciation of regulation codes and policy frameworks, and a practical understanding of how markets function.