Training Customer Support Coordinator

Description

Cornwall Insight is an award-winning provider of research, analysis, consulting and training to businesses and stakeholders engaged in the Great British and Irish energy markets. We are seeking a Training Customer Support Coordinator to join our Training team in our Norwich HQ.

The Training Customer Support role is central to delivering an exceptional customer experience across the full training service lifecycle.

This position combines customer service, operational coordination, and sales support to ensure training services are delivered efficiently, accurately, and with maximum value for customers. The role requires strong organisational skills, attention to detail, and the ability to build relationships with internal teams and external clients.

As part of Cornwall Insight’s commitment to innovation and continuous improvement, the role will also support the practical adoption of AI tools and automation within training operations. This includes identifying opportunities to enhance our service offering, streamline workflows, and improving customer experience through smarter, data-informed approaches.

Sales and Marketing

• Collaborate with Head of Sales to identify key decision-makers and budget holders within target accounts, supporting lead conversion and pipeline development.
• Manage customer booking across all channels (e.g., e-store, email enquiries, via third-party agents and subscribers) in a timely and professional manner.
• Ensure all sales opportunities are accurately recorded in the CRM system (Sales Force) in a timely manner, including relevant customer communications, proposals, signed contracts and Purchase Orders.
• Regularly meet training subscriber customers to seek feedback on their experience of the service and address issues with under utilisation by customers and highlight upsell opportunities where customers are heavy users of the service.
• Maintain the Cornwall Insight Learning Management System (LMS) to ensure services delivered via the platform are up to date, the e-store is updated, and customer access to services runs seamlessly.
• Work with the Marketing Team to maintain sales collateral.
• Support training sales initiatives, as directed, such as demonstrating services, supporting sales calls, and contributing to the development of sales and marketing campaigns.

Customer Service and Resource Management

• Plan and coordinate the full lifecycle of training courses, including:
  • Scheduling public courses (12 months in advance).
  • Timely dispatch of training materials to delegates.
  • Record training delegate feedback and circulate internally as required.
  • Resource training delivery through identifying presenters, in liaison with colleagues, with relevant subject matter expertise and experience.
  • Liaise with Resource Manager to address any short-term resourcing issues.
• Build strong relationships with customers by providing responsive, tailored support and proactively identifying opportunities to enhance their experience, including with third party booking agents/ partners.
• Act as the first point of contact for customer queries, responding accordingly and escalating to other team members as required.
• Oversee compliance with background security checks (where necessary), for all colleagues that deliver training.

Content Production and Maintenance

• Oversee and maintain Continuing Professional Development (CPD) accreditation of courses.
• Notify training course presenters in good time to ensure all training course materials are up to date ahead of each session.
• Identify process improvements (eg. AI enablement/automation etc.)
• Review of all training guidelines, processes etc. in accordance with the requirements of the company’s Quality Management System.

Strategy, Management and Management Information Reporting

• Participate in company wide initiatives where necessary as directed.
• Produce regular reports on delegate feedback to inform decision-making and continuous improvement.
• Support the integration of AI and automation tools to enhance internal workflows, e.g., automating routine communications, streamlining data entry, or generating insights from customer data.
• Collaborate with the Head of…