Customer Excellence Improvement Lead (Training)

Customer Excellence Improvement Lead (Training) Job Description Template

Our company is looking for a Customer Excellence Improvement Lead (Training) to join our team.


  • Participate in Contact Centre training forums, networking groups and attend appropriate conferences/seminars for good practice and development;
  • Monitor and review the progress of Contact Centre trainees/apprentices through feedback and discussions with line managers;
  • To develop a reporting tool that identifies training needs within the Contact Centre through trend analysis;
  • To liaise with relevant Team Leaders and Managers to co-ordinate delivery of training using appropriate methodologies;
  • To assess individual training needs identified by line managers through 121’s, appraisals, Personal Improvement Plans, or Probationary periods.


  • Excellent relationship building skills;
  • Awareness of cultural development;
  • Good organisation skills and proven ability in prioritising workloads;
  • Able to demonstrate resilience and flexibility in a demanding and fast paced environment;
  • Ability to network and to establish good working relationships;
  • Analytical skills;
  • Excellent report writing and presentational skills;
  • Good IT Skills and experience of all Magenta Living would be an advantage;
  • Willing to undertake relevant training to keep up to date;
  • Able to concentrate and work accurately under pressure and to deadlines;
  • Performance Management;
  • Two years’ experience in the field of training, coaching or mentoring;
  • Good knowledge of Customer Services industry.

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