Training Support Coordinator

Allscreens Nationwide Ltd; West Midlands; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

25 days holiday + holidays

Paid Christmas shutdown

Enhanced sick pay

Enhanced maternity leave

Enhanced paternity leave

Life assurance

Refer a friend bonus

Birthday day off

Employee financial wellbeing support

Buy extra 5 days annual leave

Employee Assistance Helpline

Company events

Job summary

Impact Futures Group is seeking a Training Support Coordinator to join the Operations team. The role supports an outstanding customer experience by handling enquiries via phone, email and tickets, processing registrations and certificates, and coordinating training resources and venues across our brands.

You will work in a fast-paced, customer-focused environment with a high volume of administrative tasks, maintaining high attention to detail and proactive support for trainers and suppliers.

Qualifications

• Excellent telephone manner and customer service skills.
• Strong written communication skills with great attention to detail.
• Highly organised with strong problem-solving abilities.
• Able to work independently using own initiative, as well as collaboratively within a team.
• Empathetic, demonstrating understanding and compassion towards customers’ concerns and needs.
• Excellent active listening skills to fully understand customer issues and provide appropriate solutions.
• Patient and composed, maintaining professionalism even in challenging situations.
• Adaptable and flexible, able to adjust to changing priorities in a fast-paced environment.
• Previous experience in a customer service, administrative, or training support role.
• Experience using booking, registration, or CRM systems.
• First Aid at Work or Health & Safety awareness training.
• Experience working within a training, education, or healthcare environment.

Responsibilities

• Delivering excellent customer service by responding promptly and professionally to customer enquiries via phone, email and support tickets.
• Handling a high volume of incoming calls while maintaining a positive and helpful approach.
• Resolving customer queries wherever possible, providing a personalised and empathetic service.
• Processing course registrations accurately and issue training certificates in a timely manner.
• Printing and distributing training certificates.
• Preparing training rooms and ensure trainers have all the equipment and resources they need.
• Coordinating deliveries and collections with suppliers.
• Maintaining training cupboards, storage areas and office spaces to a high standard.
• Managing the visitor management system and parking bookings.
• Monitoring and responding to customer reviews, helping maintain our excellent reputation.
• Reporting office maintenance issues and support the smooth running of the department.
• Providing general administrative and operational support to the wider training team.

Skills

Customer service

Written communication

Organised

Problem solving

Active listening

Empathy

Teamwork

Adaptability

Telephone etiquette

Tools

Booking systems

Registration systems

CRM systems

Job description

Salary: £25,000 to £30,000 depending on experience

Are you passionate about delivering exceptional customer service?

Do you thrive in a fast-paced environment where no two days are the same?

Are you highly organised, proactive, and enjoy supporting people to achieve great outcomes?

We're looking for a meticulous, organised, and customer-focused individual with excellent attention to detail, a positive

attitude, and a genuine passion for delivering exceptional service while keeping our training operations running seamlessly.

You will be joining our Operations team at Impact Futures Group. This exciting opportunity will work across our specialist brands

– First Response First Aid, Caring for Care, and The Health & Safety Group.

This is a hybrid-based role that requires attendance to our office in Birmingham or London at least one day a week. You will be

expected to participate in any team events or company gatherings as required.

The Role

As a Training Support Coordinator, you will play a key role in delivering an outstanding customer experience and ensuring the

smooth day-to-day operation of our training administration function. The role acts as a key point of contact for customers,

handling enquiries via phone, email, and support tickets, while supporting accurate and timely processing of registrations,

certificates, and training documentation.

Working closely with the wider training team, the role ensures training rooms, equipment, and resources are organised and ready

for trainers and venues, and that office and storage areas are maintained to a high standard. The role also supports supplier

deliveries, visitor management, and the monitoring of customer reviews to help protect a positive brand reputation.

This is an opportunity to join a fast-paced, customer-focused team, providing a positive experience for customers from their first

enquiry through to course completion. The role requires a highly organised, empathetic, and adaptable individual who can manage a

high volume of enquiries and administrative tasks while maintaining excellent attention to detail.

The role will involve:

• - Delivering excellent customer service by responding promptly and professionally to customer enquiries via phone, email and
• - Handling a high volume of incoming calls while maintaining a positive and helpful approach.
• - Resolving customer queries wherever possible, providing a personalised and empathetic service.
• - Processing course registrations accurately and issue training certificates in a timely manner.
• - Printing and distributing training certificates.
• - Preparing training rooms and ensure trainers have all the equipment and resources they need.
• - Coordinating deliveries and collections with suppliers.
• - Maintaining training cupboards, storage areas and office spaces to a high standard.
• - Managing the visitor management system and parking bookings.
• - Monitoring and responding to customer reviews, helping maintain our excellent reputation.
• - Reporting office maintenance issues and support the smooth running of the department.
• - Providing general administrative and operational support to the wider training team.

You’ll be joining a leading national training provider at an exciting time of growth and expansion, working in a fun and

supportive environment in an organisation with a strong focus on people and culture.

Expect regular catch-ups and socials with your team, surprises in the post and company-wide social events- we’re a friendly bunch!

The Benefits

• - 25 days holiday plus public and bank holidays
• - 3 additional days of paid leave for Christmas Shut down
• - Enhanced Sick Pay
• - Enhanced Maternity paid leave
• - Enhanced Paternity paid leave
• - Grandparent paid leave
• - Bereavement paid leave
• - Life Assurance
• - Refer a friend bonus
• - Birthday day off
• - Refer a friend bonus £1,000 T&Cs apply
• - Employee Financial Wellbeing support
• - Buy an additional 5 days annual leave
• - Employee Assistance Helpline
• - Company events and social gatherings

About You

• - Excellent telephone manner and customer service skills
• - Strong written communication skills with great attention to detail
• - Highly organised with strong problem-solving abilities
• - Able to work independently using own initiative, as well as collaboratively within a team
• - Empathetic, demonstrating understanding and compassion towards customers’ concerns and needs
• - Excellent active listening skills to fully understand customer issues and provide appropriate solutions
• - Patient and composed, maintaining professionalism even in challenging situations
• - Adaptable and flexible, able to adjust to changing priorities in a fast-paced environment
• - Previous experience in a customer service, administrative, or training support role
• - Experience using booking, registration, or CRM systems
• - First Aid at Work or Health & Safety awareness training
• - Experience working within a training, education, or healthcare environment

About Us

Impact Futures Group is one of the UK’s largest independently owned training providers, delivering apprenticeships and vocational

qualifications.

• - Our expertise is underpinned by our Ofsted Grade 2 'Good’ accreditation, and learner-centric delivery is at the heart of our continual operational evolution to ensure our learners receive an outstanding learning journey
• - We are the 23rd best large employer in the UK and the 6th best education provider.
• - We have been awarded a prestigious 2-star accreditation for been an outstanding company to work for
• - We are an Equal Opportunities employer and welcome applications from all suitability qualified persons regardless of their race, disability, religion/belief, sexual orientation or age
• - We are committed to safeguarding and promoting the welfare of children and young people. An enhanced DBS check will be required