Training and Quality Manager – L&D – Contact Centre – Customer Service

Job Ref: DJJM1174
Job Title: Training and Quality Manager – L&D – Contact Centre – Customer Service
Location: London – Greater London – South East
Salary: £40-50,000 plus bens
Job Type: Permanent

An opportunity for an experienced Training Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation including training for new recruits and managing the compliance and quality within the contact centre.

The Training Manager will be able to bring passion, rigor and the ability to develop and implement a training and quality assurance operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Training and quality Manager within the contact centre, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for training, nurturing, coaching and developing new starters and deliver a positive, engaging training programme, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:
Reviewing and managing quality and compliance levels throughout the contact centre
Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, train, coach and develop staff in the Contact Centre
Provide Training to deliver exceptional customer service via phone, email, live chat and social media
Drive continuous improvement ethos within the training department, throughout the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Training Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

To apply for this position please forward a copy of your CV to: or visit us at: We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

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Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.