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Training Team Leader
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The Role of Service Centre Training Team Leader
The Service Centre Training Team Leader is responsible for leading the Training function across the Service Centre, ensuring colleagues have the skills, knowledge, and confidence to deliver an exceptional member experience.
The role owns the end-to-end training lifecycle, including onboarding, route to competency, refresher training, leadership development, and continuous learning. The Training Team Leader will lead a team of two Training Specialists (based in Ipswich and Manila), driving training effectiveness, capability development, and operational readiness across all Service Centre locations.
Working closely with Operational Leaders, Team Leaders, Product Owners, and the Quality Team Leader, the role ensures learning interventions are aligned to business priorities, quality insights, and member needs.
Training Strategy & Delivery
- Own and deliver the Service Centre Training Strategy and roadmap, aligned to the Service Centre vision.
- Design, deliver, and evaluate training across multiple formats, including classroom, virtual, eLearning, and on-the-job coaching.
- Lead onboarding, route to competency, refresher training, and leadership development programmes, ensuring training materials and resources remain accurate and up to date.
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Capability & Performance Development
- Use quality insights, member feedback, and operational performance data to identify capability gaps and implement targeted development plans.
- Deliver coaching and support interventions to improve colleague confidence, performance, and member outcomes.
- Monitor training effectiveness through agreed KPIs and recommend improvements where required.
Leadership & People Management
- Lead, coach, and develop a team of two Training Specialists.
- Foster a collaborative, inclusive, and high-performing team culture through effective performance and development management.
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Stakeholder Management
- Build strong relationships with Service Centre Operations, Product, Knowledge Management, Quality, and wider business stakeholders.
- Act as the primary point of contact for all Service Centre training, providing recommendations and insights to leadership teams.
- Support change initiatives, client implementations, and strategic projects through effective training planning and delivery.
Continuous Improvement
- Drive continuous improvement in training effectiveness, colleague experience, and operational performance.
- Embed feedback mechanisms and support the adoption of new technologies, processes, and service improvements.
- Contribute to Service Centre strategy through training insight, capability planning, and workforce readiness.
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