Training Manager

REED Business Support is supporting a well established organisation in Newcastle with the recruitment of a Training Manager to lead the development, delivery, and continuous improvement of training and quality assurance across the Relationship Management Team.

This is an exciting opportunity for someone who is passionate about training and development, quality standards, and driving exceptional customer experiences. You will play a key role in ensuring colleagues have the knowledge, skills, and confidence to perform at their best, while maintaining compliance, accuracy, and operational excellence.

Working closely with operational leaders and senior stakeholders, you will use data, coaching, and quality insights to identify development opportunities and support continuous improvement across the business.

Key Responsibilities

Training & Development

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• Lead the end to end training strategy, including onboarding, upskilling, and ongoing colleague development.
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• Design and deliver engaging training programmes through workshops, e-learning, and coaching initiatives.
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• Maintain and develop learning materials and knowledge resources to ensure teams have access to accurate and up to date information.
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• Measure and evaluate the effectiveness of training programmes through feedback, performance metrics, and quality outcomes.
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• Support managers in developing coaching frameworks and building team capability.
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Quality Assurance & Compliance

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• Develop and maintain a robust quality assurance framework across customer interactions and operational processes.
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• Conduct quality reviews and audits across multiple customer channels, identifying trends, risks, and opportunities for improvement.
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• Ensure adherence to internal controls, quality standards, and relevant regulatory requirements.
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• Produce regular reports and recommendations to support decision-making and performance improvement.
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Continuous Improvement & Leadership

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• Use quality assurance findings, customer feedback, and operational data to drive business improvements.
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• Lead root cause analysis activities to identify and resolve performance and service issues.
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• Manage and develop a team of trainers, fostering a culture of learning, accountability, and high performance.
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• Build strong relationships with stakeholders across the organisation, acting as a trusted advisor on training, quality, and compliance matters.
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About You

To be successful in this role, you'll have proven experience in a training, quality assurance, or teaching environment, together with a passion for developing people and improving performance.

You will also have:

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• Strong communication, presentation, facilitation, and coaching skills.
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• Experience designing and delivering effective training programmes.
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• Excellent analytical skills with the ability to interpret data and identify actionable improvements.
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• A highly organised and detail oriented approach.
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• The ability to influence stakeholders and build strong working relationships.
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• Experience working in a fast-paced environment and managing multiple priorities.
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• Experience within a regulated environment.
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• Knowledge of quality frameworks, compliance requirements, and financial accuracy controls.
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Working Hours:

Monday - Friday: 8:30am - 6:00pm, with some flexibility as and when required