Training Manager

STAFFPOWER GROUP; Newcastle upon Tyne; On-site; GBP 46,000 - 56,000; Full time

Benefits offered by this job

Company pension

33 days annual leave

Enhanced parental leave

Cashback rewards

Life Assurance

Employee Assistance Programme

Mortgage referral scheme

Employee Referral Scheme

Academy - career development

On-site parking

Job summary

STAFFPOWER GROUP is seeking an experienced Training Manager to lead a four-person Trainers/Quality Coaches team and shape the training strategy for a growing financial services business. The role combines strategic leadership with hands-on development of learning materials and interventions.

You will partner with senior management to align training with objectives, analyse performance data, and drive continuous improvement across onboarding and ongoing capability programmes.

Qualifications

• Experience in training and development within customer-service or similar performance-led environments.
• Experience managing and developing trainers or L&D teams.
• Passion for training and developing people with credibility to engage stakeholders.
• Experience designing onboarding and structured training programmes.

Responsibilities

• Lead, manage and develop a team of four Trainers / Quality Coaches.
• Own end-to-end training function from onboarding to ongoing capability development.
• Build a six-month training strategy with senior management.
• Design and update training programmes and materials.
• Use performance data and feedback to identify needs and priorities.
• Ensure consistent high-quality training delivery across the team.
• Coach and develop the training team with clear direction.
• Deliver both classroom-based and 1:1 training when required.
• Collaborate with senior stakeholders to align training with business objectives.
• Drive continuous improvement using insights and metrics.

Skills

People leadership

Training & development

Stakeholder management

Coaching

Strategic thinking

Data-driven decision making

Communication

Presentation skills

Team management

Change management

Education

Level 4 qualification

Tools

AI-enabled tools

LMS

Job description

This is a hands-on leadership role with responsibility for the full training lifecycle - from onboarding new starters through to the ongoing development and upskilling of existing employees. You will manage and develop a team of four Trainers / Quality Coaches, set the direction for the training function and work closely with senior stakeholders to ensure training activity is aligned with operational performance and wider business objectives.

The successful candidate will combine strong people leadership with a genuine passion for learning and development. You will be expected to understand what the business needs from its people, use data and performance insight to identify development priorities, and translate those findings into an effective forward-looking training strategy.

The Role

• Lead, manage and develop a team of four Trainers / Quality Coaches, raising capability and standards across the function.
• Take ownership of the end-to-end training function, from new-starter onboarding through to ongoing capability development.
• Build and implement a forward-looking six-month training strategy and plan in partnership with senior management.
• Design, review and enhance structured training programmes, learning materials and development interventions.
• Use performance data, quality insight, customer feedback and operational metrics to identify training needs and priorities.
• Ensure consistency and quality of training delivery across the team.
• Coach and develop the training team, providing clear direction, feedback and support.
• Deliver classroom-based and 1:1 training where required while maintaining a strong strategic overview of the function.
• Evaluate training effectiveness and use the findings to drive continuous improvement.
• Work closely with senior stakeholders, including operational leadership, to align training activity with business objectives.
• Bring new ideas to the function and challenge existing approaches where improvements can be made.

Current Training Structure

• An established eight-week modular training programme for new starters.
• A combination of classroom-based and 1:1 delivery.
• Weekly modules supported by knowledge testing.
• An existing team of four Trainers / Quality Coaches requiring leadership, management and ongoing development.
• Scope to review, improve and evolve the current programme and wider training approach.

A key part of the role will be moving beyond training delivery and using insight to shape the direction of the function. You will analyse performance and quality information, identify trends and capability gaps, and work with senior management to determine where training interventions will have the greatest impact.

• Knowledge-test results and speed to competency.
• Customer complaints and feedback.
• Online reviews and service-quality indicators.
• Quality and performance metrics.
• Emerging data from new technology and AI-enabled tools.

Technology

The business is introducing AI-driven tools to assess areas such as call quality, tone and sentiment. The Training Manager does not need to be an AI specialist, but should be comfortable using new technology and the insight it provides to identify training needs, improve performance and evolve the learning approach.

Autonomy & Influence

This role offers genuine scope to shape the training function. You will have the autonomy to propose and implement improvements to training programmes and development activity, with final sign-off from the Senior Management Team. The ability to build strong relationships, influence senior stakeholders and confidently explain the rationale behind training decisions will be important.

Candidate Requirements

• Strong experience within training, learning and development or capability, ideally gained in a contact-centre, customer-service or similarly performance-led environment.
• Experience managing and developing trainers, coaches or an L&D team, with evidence of improving capability and standards.
• A genuine passion for training and developing people, with the energy and credibility to engage both frontline employees and senior stakeholders.
• Experience designing and delivering structured onboarding, training programmes and engaging learning content.
• Ability to operate strategically as well as operationally, turning business requirements into clear training plans and priorities.
• Experience using data, performance metrics and feedback to identify training needs and inform decisions.
• Strong coaching, communication, presentation and stakeholder-management skills.
• Organised, commercially aware and comfortable taking ownership of a training function.
• Confident using technology and open to adopting new tools, including AI-enabled performance and quality insight.
• Willingness to work towards a Level 4 qualification, supported by the business.
• Able to work from the office five days per week.

What's on Offer

• OTE of £51,000.
• Company pension contribution, increasing with length of service.
• 33 days annual leave including Bank Holidays, increasing with length of service.
• Enhanced maternity, paternity and adoption leave.
• Rewards - cashback on online purchases.
• Life Assurance.
• Employee Assistance Programme.
• Family and friends mortgage referral scheme.
• Employee Referral Scheme.
• Academy - supporting ongoing career development within the industry.
• Free on-site parking.

Why Consider This Role?

This is an opportunity for an experienced training professional to take real ownership of a visible function, develop an existing team and influence how training supports performance across a growing financial services business. It will suit someone who enjoys being close to the operation but also wants the autonomy and senior-level exposure to shape training strategy, introduce new ideas and build a high-performing learning culture.