Training and Customer Excellence Manager

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