As the Global Training & Quality Assurance Manager, you will lead the strategy and delivery of training, engagement, and service quality initiatives across our international Customer Services teams. This role is responsible for ensuring colleagues globally are equipped with the skills, knowledge, and support required to deliver consistently excellent customer experience.
Responsibilities
* Lead and deliver a global training and quality assurance function for Customer Services
* Deliver scalable training programmes across multiple locations and learning styles
* Enforce and maintain service quality frameworks and standards
* Identify capability gaps and create tailored learning plans
* Drive employee engagement and change management initiatives
* Promote a customer‑first culture across the wider organisation
* Monitor training effectiveness and continuous improvement through data and feedback
* Manage training budgets, learning systems, and knowledge resources
* Partner with senior stakeholders to support organisational change and customer‑centric initiatives globally
This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40‑60% of their time collaborating and connecting face‑to‑face at their dedicated location. Flexible working arrangements, including adjustments for disability or long‑term health conditions, may be considered from the first day of employment.
Qualifications
You are an experienced people leader with a strong background in training and quality within a customer service or similar operational environment. You are confident leading teams, shaping training approaches, and working across complex or international settings to drive consistency and improvement. You use feedback and performance trends to continuously improve training effectiveness and support better customer outcomes, and you work with a wide range of stakeholders to create an environment where teams feel supported, capable, and engaged.
* Experience delivering training across multiple formats, including face‑to‑face, virtual platforms (e.g. MS Teams), and self‑paced learning via LMS
* Experience working with structured performance, quality or training frameworks
* Strong organisational skills with the ability to prioritise and manage multiple activities
* Ability to use data, feedback or quality metrics to drive improvements
* Experience operating in a global or multi‑site environment
* Proven experience leading or managing a team
Desirable Criteria (Preferred)
* Customer service and/or coaching qualifications
* Experience promoting customer‑centric culture change across organisations
* Experience managing budgets and training resources
* Strong coaching capability with experience supporting individual development
Benefits
* 28 days annual leave plus bank holidays
* Private medical and Permanent Health Insurance
* Discretionary annual bonus
* Group personal pension scheme
* Life assurance up to 4 × annual salary
* Green travel schemes
Equal Opportunity Statement
We welcome applications from all candidates, regardless of age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity, sexual identity, cultural background, or social class. We are a Disability Confident (DC) employer and are committed to equality and inclusion, ensuring our recruitment process is accessible to all. We actively seek to employ people from a wide range of different communities.
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