Customer Experience & Performance Manager
This role ensures CST Training’s exceptional standards of communication, professionalism, and customer care are consistently upheld across every touchpoint — from first contact through to course completion.
Working closely with the Head of Communications, the Customer Experience & Performance Manager will drive quality, consistency, and engagement across all teams — including Sales, Customer Service, Course Operations, Assessments, Tutors, and Assessors.
It’s a hands‑on, people‑focused role that combines quality assurance, coaching and performance support across offices, remote teams, and live training delivery. They will maintain momentum, standards and motivation throughout the business.
Key Responsibilities
1. Customer Experience & Quality Assurance
o Monitor all customer interactions for tone, professionalism, accuracy and adherence to CST Training’s standards.
o Conduct regular call listening and message reviews across office‑based and remote staff.
o Observe live courses and sessions to assess training delivery, tutor communication and learner experience.
o Provide constructive feedback and ensure course delivery aligns with CST Training’s values.
o Identify trends, challenges and opportunities for improvement.
2. Coaching & Development
o Deliver tailored coaching (1:1 and group) to improve communication, service quality and process adherence.
o Support remote team members, Tutors and Assessors through observation.
o Reinforce CST Training’s tone of voice and professional standards across all departments.
o Develop internal best‑practice guides, templates and feedback frameworks using the CRM system and HubSpot.
3. Performance Oversight & Office Presence
o Maintain a visible, energetic presence in CST Training offices to drive focus and accountability.
o Uphold office momentum and performance standards, especially during senior management absence.
o Facilitate collaboration and consistency across locations.
o Support remote and offsite teams with structured check‑ins, reviews and feedback.
4. Process Improvement & Reporting
o Oversee the customer complaints inbox, ensuring issues are logged, prioritized and resolved per SLAs.
o Audit and refine customer‑facing processes to promote clarity, simplicity and consistency.
o Track and report on customer satisfaction, communication quality and performance metrics.
o Present insights and recommendations to the Head of Communications for continuous improvement.
o Drive initiatives that simplify operations and enhance the customer and learner journey.
Skills & Attributes
* Proven experience in customer service, quality assurance or coaching & performance management.
* Excellent communication, listening and feedback skills.
* Confidence engaging with office‑based and remote professionals, including Tutors and Assessors.
* Strong understanding of learner experience and customer service excellence.
* Detail‑oriented, organised and proactive with a solutions‑focused approach.
* Empathetic, professional and able to hold teams accountable to high standards.
* Comfortable presenting feedback constructively and inspiring improvement.
Key Outcomes / Success Measures
* Consistent adherence to CST Training’s communication and service standards across all roles and departments.
* Improved customer and learner satisfaction ratings.
* Enhanced engagement and accountability across offices, remote teams and training delivery.
* Clear, consistent feedback processes and measurable improvements in communication quality.
* Tangible uplift in performance, motivation and professionalism across all teams.
* Reduced complaints and higher levels of learner satisfaction and positive reviews.
Why Join CST Training
At CST Training, we pride ourselves on doing what we say — simply, wisely, and with innovation.
The Customer Experience & Performance Manager will be at the heart of this commitment, working closely with every team and tutor to ensure that every learner and customer receives an experience that reflects CST Training’s reputation for quality and care.
You’ll play a hands‑on role shaping how CST Training communicates, delivers and performs every single day.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Customer Service and Training
Industries
Technical and Vocational Training
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