Contact Centre Training Manager

About the role

We are seeking an experienced Contact Centre Training Manager to design and deliver engaging learning programmes for a busy contact centre handling complex and emotive telephone enquiries. In this senior leadership role you will shape the training strategy, manage a small team of trainers and ensure staff have the knowledge, skills and confidence to provide an excellent customer experience.

Key responsibilities

• Develop and implement the contact centre’s training and learning strategy.
• Lead, support and develop a team of two trainers.
• Design and deliver training programmes for new hires joining in monthly cohorts.
• Equip employees to manage complex, emotive customer conversations confidently and sensitively.
• Create ongoing upskilling, personal development and refresher training for existing staff.
• Evaluate training effectiveness using feedback and performance data to continuously improve programmes.
• Collaborate with the Contact Centre Manager, Workforce Planning Manager and Customer Experience Manager to align training with operational needs.
• Support wider business strategy through effective learning and development initiatives.
• Identify skills gaps and develop targeted training solutions.
• Maintain consistent training standards across UK contact centre locations.

Required profile

• Significant experience designing and delivering training within a contact centre environment.
• Proven ability to lead, coach and develop other trainers.
• Strong knowledge of contact centre operations, customer experience and employee development.
• Confidence delivering training to both new starters and established teams.
• Experience creating training strategies that translate business requirements into effective learning programmes.
• Engaging and adaptable delivery style.

Required skills

What we offer

• Competitive salary of £45,000 per annum.
• Full‑time, permanent contract.
• Central Bristol location with occasional travel to other UK contact centres.
• Opportunity to shape training strategy and develop a team of trainers.