Director at W Talent focused on all things Manufacturing, Procurement & Supply Chain and TechnicalMy number is 07903 576530
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 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 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.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Customer Service and Training
Industries
* HVAC and Refrigeration Equipment Manufacturing
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