Customer Service Training Manager

City of London, England
£35000 - £45000 per annum
15 Oct 2019
12 Nov 2019
Louise Downie
Contract Type
Full Time

A leading banking company based in the City of London are looking for an ambitious and purpose-driven Customer Service Training Manager to come on board. Due to the company growth which is continuing this is a newly created role.

Reporting to the Head of Customer Service, you'll be responsible for devising and implementing the learning and development strategies, policies, processes and programmes for our customer-facing teams, helping them deliver exceptional experiences for our customers.

The Customer Service Training Manager will work in partnership with our in-house Customer Service, Banking Operations and Complaints teams, as well as the teams working for our outsource partner.


  • Develop and maintain relationships with key stakeholders to identify current and future learning and development-related requirements
  • A strong understanding of the 70:20:10 learning model
  • Excellent knowledge of the training cycle
  • Ensure continuous development of training to meet business needs
  • Evaluate all learning and development interventions and report against predetermined KPIs
  • Provide ongoing coaching, training and development for our team leaders
  • Validate learning materials prior to the implementation of programmes to ensure that learning objectives will be met


  • Clear and proven experience in learning and development
  • Experience creating and delivering training content and to people managers for development
  • Skills gap analysis and competence frameworks experience
  • Great emotional intelligence with the ability to adjust teaching style as per individual
  • Excellent presentation and facilitation skillsInstructional design skills and experience

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