Customer Service and Training Manager

Director at W Talent focused on all things Manufacturing, Procurement & Supply Chain and TechnicalMy number is 07903 576530OverviewW 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 RoleAs 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 ResponsibilitiesLead, 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 welcoming 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 QualificationsDemonstrable 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 OfferCompetitive 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.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionCustomer Service and TrainingIndustriesHVAC and Refrigeration Equipment Manufacturing #J-18808-Ljbffr