Training Team Leader

CCMA - Call Centre Management Association; United Kingdom; Hybrid; GBP 50,000 - 64,000; Full time

Benefits offered by this job

Hybrid working options

Private healthcare

Life insurance

Group income protection

Pension scheme

Volunteer day

Job summary

The Service Centre Training Team Leader will oversee the Training function across the Service Centre, ensuring colleagues have the skills and confidence to deliver an exceptional member experience.

This role owns end-to-end training lifecycle—onboarding, route to competency, refresher training and leadership development—leading two Training Specialists based in Ipswich and Manila, and collaborating with Operations, Product and Quality teams.

Qualifications

• Experience leading training, learning or capability functions in a contact centre or service environment.
• Proven people management and development skills.
• Experience designing training across multiple formats.
• Strong stakeholder management and influencing ability.
• Excellent communication, facilitation and coaching skills.
• Analytical mindset with ability to translate data into learning solutions.
• Strong organisational and planning capabilities.

Responsibilities

• Own and deliver the Service Centre Training Strategy and roadmap.
• Design, deliver and evaluate training across formats (classroom, virtual, eLearning, coaching).
• Lead onboarding, route to competency, refresher training and leadership programmes.
• Identify capability gaps from quality, feedback and performance data and implement plans.
• Coach and develop two Training Specialists and manage performance.
• Build relationships with Operations, Product, Knowledge Management and Quality teams.
• Drive continuous improvement in training effectiveness and adoption of new technologies.

Skills

People leadership

Training design

Stakeholder management

Communication

Coaching

Data-driven

Organisational skills

Tools

Shelf

Job description

The Service Centre Training Team Leader is responsible for leading the Training function across the Service Centre, ensuring colleagues have the skills, knowledge and confidence to deliver an exceptional member experience.

The role owns the end-to-end training lifecycle, including onboarding, route to competency, refresher training, leadership development and continuous learning. The Training Team Leader will lead a team of two Training Specialists (based in Ipswich and Manila), driving training effectiveness, capability development and operational readiness across all Service Centre locations.

Working closely with Operational Leaders, Team Leaders, Product Owners and the Quality Team Leader, the role ensures learning interventions are aligned to business priorities, quality insights and member needs.

The Role

• Training Strategy & Delivery
  • Own and deliver the Service Centre Training Strategy and roadmap, aligned to the Service Centre vision
  • Design, deliver and evaluate training across multiple formats, including classroom, virtual, eLearning and on-the job coaching.
  • Lead onboarding, route to competency, refresher training and leadership development programmes, ensuring training materials and resources remain accurate and up to date.
• Capability & Performance Development
  • Use quality insights, member feedback and operational performance data to identify capability gaps and implement targeted development plans. Deliver coaching and support interventions to improve colleague confidence, performance and member outcomes.
  • Monitor training effectiveness through agreed KPIs and recommend improvements where required.
• Leadership & People Management
  • Lead, coach and develop a team of two Training Specialists.
  • Foster a collaborative, inclusive and high-performing team culture through effective performance and development management.
• Stakeholder Management
  • Build strong relationships with Service Centre Operations, Product, Knowledge Management, Quality and wider business stakeholders.
  • Act as the primary point of contact for all Service Centre training, providing recommendations and insights to leadership teams.
  • Support change initiatives, client implementations and strategic projects through effective training planning and delivery.
• Continuous Improvement
  • Drive continuous improvement in training effectiveness, colleague experience and operational performance.
  • Embed feedback mechanisms and support the adoption of new technologies, processes and service improvements.
  • Contribute to Service Centre strategy through training insight, capability planning and workforce readiness.

Qualifications

What you’ll bring:

Essential

• Previous experience leading a training, learning or capability function within a Contact Centre, Service Centre or Customer Service environment.
• Proven experience managing and developing people.
• Experience designing and delivering training programmes across multiple formats.
• Strong stakeholder management and influencing skills.
• Excellent communication, facilitation and coaching skills.
• Ability to analyse performance data and translate insight into learning solutions.
• Strong organisational and planning skills.

Desirable

• Experience within pensions, financial services or a regulated environment.
• Knowledge of adult learning principles and learning technologies.
• Experience of knowledge management platforms such as Shelf.
• Experience supporting change, transformation or operational improvement programmes.

What we offer

Enjoy a benefits package designed to help you thrive, both professionally and personally. You’ll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email [e-mail]