Training Centre Manager CCH

Location:

hybrid/remote learning responsibilities

Shape the Learning Experience. Develop People. Drive Excellence.

At inspiring vet care, our people are at the heart of everything we do. As the UK’s number one vet care provider, we're trusted with the care of over 2 million animals, delivering our purpose of healthier animals and happier owners.

As part of Central Functions, you will be part of the teams that support and enable our network of over 2,500 practices across 20 countries, driving operational excellence, innovation and strategic impact across the business.

Whether your expertise is in Finance, HR, Technology, Marketing, Data, Legal, Operations or another specialist area, your work will help support colleagues and practices to deliver outstanding care to animals and their owners.

We're looking for an experienced and passionate Training Manager to lead learning and development across our Contact Centre Customer Hub (CCH).

In this key leadership role, you'll be responsible for creating and delivering a comprehensive training strategy that supports colleague onboarding, coaching, development, and performance. You'll ensure both office-based and remote colleagues have the skills, confidence, and support needed to provide outstanding customer service while helping the business adapt to growth, change, and new ways of working.

If you're an experienced learning and development professional who thrives in a fast-paced environment and enjoys helping people reach their full potential, we'd love to hear from you.

Develop and lead the Contact Centre training and development strategy.
Own the end-to-end learning journey, from induction and onboarding through to competency sign-off and ongoing development.
Design and deliver engaging training programmes for both onsite and remote colleagues.
Create annual and rolling training plans aligned to operational priorities and business objectives.
Lead and develop trainers and live-support colleagues, providing coaching and clear direction.
Build and maintain competency frameworks, assessments, training materials, and learning resources.
Work closely with operational leaders, quality teams, and workforce planning colleagues to identify capability gaps and development opportunities.
Measure training effectiveness through learner feedback, quality outcomes, operational performance, and colleague confidence.
Support new services, technology implementations, and business change initiatives with effective training and communication plans.
Champion a culture of continuous improvement, coaching, and professional development across the Contact Centre.

Key Responsibilities

Essential Experience
Demonstrable experience leading training, onboarding, coaching, or learning and development activity within a contact centre or similarly fast-paced operational environment.
Experience creating learning strategies, training plans, and development frameworks.
Proven success in delivering structured training programmes and competency-based assessments.
Experience managing or coaching trainers, facilitators, or learning professionals.
Strong stakeholder management skills with the ability to influence and build relationships across multiple teams.
Experience using performance and quality data to identify development needs and drive improvements.

Skills & Knowledge
Excellent communication, facilitation, and presentation skills.
Strong organisational and project management abilities.
Confidence delivering classroom, virtual, and blended learning.
Strong Microsoft Office skills and experience using learning or contact centre systems.
Understanding of data protection, information security, accessibility requirements, and best practice learning…