Overview
W Talent are working in partnership with a global manufacturing organisation to appoint a Training and Customer Excellence Manager based from their facility in Derbyshire. This is a key leadership role within the organisation's professional training division, responsible for overseeing customer experience operations and ensuring the delivery of an outstanding delegate journey across multiple training locations.
This is a fantastic opportunity to join a forward-thinking, international manufacturer undergoing an impressive growth curve. If you're an experienced Training and Customer Excellence Manager looking for a role with impact, influence, and the chance to deliver positive change, we'd love to hear from you.
The Role
As Training and Customer Excellence Manager, you will lead a dedicated service team managing bookings, enquiries, and delegate communications, while driving continuous improvement, service excellence, and brand engagement.
This pivotal role will lead a multi-site customer experience and training support team, championing a customer-first culture, and collaborate with key departments to enhance engagement, streamline operations, and elevate the overall training experience.
Key Responsibilities
- Lead, coach, and develop a high-performing customer support and training coordination team.
- Oversee end-to-end delegate experience, from initial enquiry to post-course feedback.
- Promote and manage professional training programmes to maximise participation and customer engagement.
- Maintain a professional and Experience and Qualificationswelcoming environment across all training centres and customer touchpoints.
- Collaborate with internal stakeholders, including Commercial, Operations, and Marketing teams, to ensure a seamless customer experience.
- Analyse customer data and feedback to identify trends, performance gaps, and opportunities for improvement.
- Manage customer concerns and enquiries promptly, ensuring issues are resolved efficiently and constructively.
- Lead continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
- Achieve and maintain industry-leading levels of customer satisfaction.
- Strengthen engagement through proactive service delivery and communication excellence.
- Drive efficiency in customer support processes and complaint resolution.
- Develop team capability through effective coaching, feedback, and leadership.
- Foster strong cross-functional collaboration to deliver a consistent and positive customer experience.
Experience and Qualifications
- Demonstrable experience in customer service or operations management, ideally within a training, service, or manufacturing environment.
- Proven ability to lead remote or multi-site teams effectively.
- Strong analytical capability with the confidence to interpret data and implement improvements.
- Excellent communication and interpersonal skills, with a collaborative leadership style.
- Competence in using CRM and customer service platforms.
- Resilient, organised, and able to thrive in a dynamic, fast-paced environment.
- A genuine passion for delivering service excellence and continuous improvement.
What's on Offer
- Competitive salary and bonus opportunities.
- Generous pension scheme for long-term financial security.
- Death in service benefit and access to private healthcare options.
- Comprehensive wellbeing programme including 24/7 GP access, mental health support, and lifestyle coaching.
- Additional health benefits such as free eye tests, health MOTs, NHS checks, and flu vaccinations.
- An award-winning culture recognised for putting people first, offering career growth and development opportunities.