Learning and development leader Work, Jobs in Salisbury, Wil (with Salaries)

Contact Centre Training and Quality Manager
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Customer service
- Data analysis skills
- Project management
Quick apply
Stepping Stone Lead Teacher - Salisbury
Five Rivers Child Care Ltd —Salisbury
- £38,842 - £41,869 a year
- Full-time
- Management
- Writing skills
- Experience working with children
- Referral programme
Quick apply
Learning & Development Manager
Longleat —Warminster
- £38,000 - £44,000 a year
- Hospitality
- Travel
- Training & development
- Store discount
- Work from home
Business Support Officer
UK Health Security Agency —Porton Down
- £28,547 - £33,196 a year
- Part-time
- Microsoft Outlook
- Administrative experience
- Presentation skills
11d
Residential Team Leader - Salisbury - Wiltshire
Five Rivers Child Care Ltd —Salisbury
- £29,108 - £30,889 a year
- Full-time
- Experience working with children
- IT
- Computer skills
- Store discount
- Health & wellbeing programme
Quick apply
Junior Partnerships Manager (Remote)
Nourish Care —Bournemouth
- Full-time
- Remote
- Communication skills
- Annual leave
- Employee assistance programme
10d
Digital Impact Leader
Youth Options —Eastleigh
- £32,448 - £34,476 a year
- Part-time
- Master's degree
- Analysis skills
- Bachelor's degree
- Health & wellbeing programme
- Annual leave
Quick apply
3d
Head of Social and PR
B&Q —Eastleigh
- From £90,000 a year
- Part-time
- Hybrid work
- Social media management
- Annual leave
- Employee assistance programme
4d
Team Leader - Customer-Centric Ways of Working and Collaboration
Southampton City Council —Southampton
- £47,181 - £51,357 a year
- Full-time
- Continuous improvement
- Communication skills
- Employee assistance programme
- Employee discount
12d
Business Change Manager
Bournemouth University —Bournemouth
- £39,906 - £46,049 a year
- Hybrid work
- University
- Annual leave
- Flexitime
Store Leader
TGJones —Salisbury
- £28,912 a year
- Full-time
- Customer service
- Training & development
- Leadership
- Employee assistance programme
- Employee discount
Quick apply
Store Transformation Development Manager (18 months FTC)
B&Q —Eastleigh
- £52,000 - £59,000 a year
- Part-time
- Hybrid work
- Microsoft Powerpoint
- Project management
- Continuous improvement
- Annual leave
- Employee assistance programme
EA to CFO
Arqiva —Winchester
- Up to £56,000 a year
- Full-time
- Hybrid work
- Research
- Mentoring
- Organisational skills
- Employee discount
Leaders Support Officer - part time up to 22.50 hours per week
New Forest District Council —Lyndhurst
- £27,939 - £30,372 a year
- Part-time
- Hybrid work
- Microsoft Outlook
- Organisational skills
- Communication skills
- Employee assistance programme
- Employee discount
4d
Strategic Portfolio Manager
Wiltshire Police —Devizes
- £50,352 - £53,073 a year
- Full-time
- Analysis skills
- Project management
- Continuous improvement
- Free parking
- Annual leave
1d
Progress and Support Tutor
Lighthouse Learning Trust —Southampton
- £28,632 a year
- Part-time
- Bachelor's degree
- Teaching
- Free parking
- Health & wellbeing programme
Quick apply
Principal Specialist - Performance, Insight & Improvement
Southampton City Council —Southampton
- £52,413 - £58,865 a year
- Full-time
- Employee assistance programme
- Employee discount
10d
Assistant Manager - Salisbury
Hays Travel —Salisbury
- Full-time
- Customer service
- Training & development
- Leadership
- Annual leave
- Employee discount
Crematorium Manager
WesterleighGroup —Trowbridge
- £42,000 - £52,000 a year
- Weekend availability
- Computer literacy
- Business development
- Team management
- Free parking
- Employee discount
Head of Emergency Planning, Resilience and Response
University Hospitals Dorset NHS Foundation Trust —Bournemouth
- £66,582 - £77,368 a year
- Full-time
- Continuous improvement

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Contact Centre Training and Quality Manager

Fexco Property Services
Salisbury

Quick apply

Job details

Full-time

Qualifications

Facilitation
Customer service
Stakeholder liaison
Coaching
Data analysis skills
Change management
Project management
Quality assurance
Stakeholder coordination
Continuous improvement
Continuous improvement cycles oversight
Staff training
Organisational skills
Change leadership
Management reporting
LMS
Training & development
Cross-functional collaboration
Quality management system (QMS) implementation
Learning and development experience
Communication skills
Internal quality assurance
Cross-functional communication
Stakeholder management

Full job description

Job Advert

Job Title: Contact Centre Training and Quality Manager

Location: Salisbury / Hybrid

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

The Customer Service & Experience Training and Quality Manager is responsible for developing and leading the functions training, coaching and quality assurance framework to ensure the delivery of outstanding and consistent customer experiences across all customer contact channels. The role will drive excellence by designing and implementing effective learning programmes, quality monitoring processes and performance improvement initiatives that support colleagues to consistently meet customer expectations, regulatory requirements and organisational standards. Working closely with operational leaders this role will use insight, quality outcomes and customer feedback to identify development needs, improve performance and foster a culture of continuous learning and improvement .

Main Duties and Objectives:

Design, implement, and maintain a comprehensive onboarding and continuous training programme for contact centre advisors
Develop property management specific training modules (e.g., tenancy queries, maintenance issues, compliance obligations, landlord/tenant communication
Deliver engaging training sessions across multiple channels (classroom, virtual, e-learning)
Conduct training needs analyses and create development plans aligned with business priorities
Support team leaders with coaching frameworks to reinforce training across the team
Design and manage a robust quality assurance (QA) framework for all customer interactions (calls, emails, webchat)
Define quality standards aligned with regulatory requirements, company policies, and service expectations
Conduct regular quality audits and ensure consistent calibration across leadership teams.
Provide structured feedback and reporting to drive performance improvement.
Ensure adherence to relevant property management regulations and customer service compliance standards.
Use data insights to identify trends, knowledge gaps, and performance issues.
Partner with operational leaders to implement targeted improvement plans.
Develop and track KPIs relating to training effectiveness and quality outcomes.
Lead initiatives to improve customer satisfaction (CSAT), first contact resolution, and service quality.
Work closely with Operations, HR, Compliance, and Property Management teams to align training and QA strategies.
Support change initiatives, including system updates, process changes, and new service implementations.

Essential Skills:

Proven experience in a Training and/or Quality role within a contact centre environment.
Strong understanding of QA frameworks, coaching techniques, and learning design.
Excellent communication, facilitation, and stakeholder management skills.
Analytical mindset with the ability to interpret data and drive actionable insights.
Experience working with contact centre technologies and performance tools.
Customer first mindset

Attention to detail and quality standards
Strong organisational and project management skills
Ability to influence and drive change
Problem-solving and continuous improvement orientation

Desirable Skills:

Knowledge of UK property regulations (e.g., tenancy law, maintenance responsibilities).
Experience implementing or managing learning management systems (LMS).
Experience leading small teams or influencing cross-functional stakeholders.

Success Measures:

Improvement in QA scores across all channels
Increased advisor competency and reduced onboarding time
Positive trends in customer satisfaction (CSAT/NPS)
Reduced complaints and compliance breaches
Measurable impact of training on operational KPIs

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

BACK TO ALL VACANCIES

Work Location: In person

Quick apply

Refine Your Search

learning and development leader jobs in salisbury, wil

Contact Centre Training and Quality Manager

Stepping Stone Lead Teacher - Salisbury

Learning & Development Manager

Business Support Officer

Residential Team Leader - Salisbury - Wiltshire

Junior Partnerships Manager (Remote)

Digital Impact Leader

Head of Social and PR

Team Leader - Customer-Centric Ways of Working and Collaboration

Business Change Manager

Store Leader

Store Transformation Development Manager (18 months FTC)

EA to CFO

Leaders Support Officer - part time up to 22.50 hours per week

Strategic Portfolio Manager

Progress and Support Tutor

Principal Specialist - Performance, Insight & Improvement

Assistant Manager - Salisbury

Crematorium Manager

Head of Emergency Planning, Resilience and Response

I want to receive the latest job alerts for learning and development leader in salisbury, wil

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