Delivery Support Manager (12 months FTC)

We're looking for an experienced people manager to lead our team of Training Coordinators, ensuring a consistently high standard of service and smooth delivery across our training venues. This is a 12 month contract to cover maternity leave.

This is a varied operational management role where people leadership is at the heart of what you do. You'll be responsible for supporting, motivating and developing a geographically dispersed team, driving performance against key targets and ensuring our clients and delegates receive an excellent experience.

You'll be a confident and credible manager, ideally with a background in customer service, customer support or a similar service-led environment. Experience within the training sector would be beneficial, but isn't essential. We're more interested in someone who knows how to get the best out of a team, manage competing priorities and take ownership when things don't go to plan.

The Role

• Lead, manage and develop a team of Training Coordinators, setting clear expectations and ensuring individual and team performance targets are achieved.
• Hold regular one-to-ones and appraisals, providing ongoing coaching, feedback and support to help individuals reach their potential.
• Build a positive, motivated and accountable team culture, maintaining high levels of engagement and employee satisfaction.
• Take ownership of escalated customer and delegate queries, ensuring issues are resolved promptly and effectively, or escalated to the appropriate teams where necessary.
• Oversee the day-to-day coordination and administration of training courses, ensuring all prerequisites, paperwork and certification are processed accurately and within required timescales.
• Monitor team performance against KPIs, identifying potential issues early and providing regular updates to the Head of Operations.
• Regularly visit training venues to meet with coordinators, understand how things are working on the ground and identify any issues or opportunities for improvement.
• Work closely with internal teams, including Compliance and Client Services, to improve processes and ensure a joined-up approach to service delivery.
• Identify and implement improvements to operational processes, driving efficiency and consistently high standards.

What We're Looking For

• Proven people management experience, ideally with solid experience in a team leadership or management position.
• Experience managing a customer service, customer support, coordination or similarly service-focused team.
• Experience managing a geographically dispersed or remote team would be particularly beneficial.
• A confident and credible people manager who can motivate, coach and develop individuals while holding them accountable for performance.
• Excellent communication and relationship-building skills, with the ability to handle challenging conversations and customer escalations confidently.
• Highly organised, with strong planning and prioritisation skills and the ability to manage your own workload and diary.
• A proactive, solutions-focused approach, with good analytical skills and the ability to identify and drive improvements.
• A genuine commitment to delivering excellent customer service.

Experience within the skills, training or education sector would be an advantage, but is by no means essential.

Location & Working Pattern

This role is based from our Wigan office, with a degree of flexibility in how you organise your working week.

Typically, the expectation will be:

• 2 days per week visiting training venues across the region to spend time with the Training Coordinators.
• 2 days per week based in our Wigan office.
• 1 day per week working from home.

There will be some flexibility to manage your own diary, although you'll need to be comfortable with regular travel to our venues. Travel will be during the working day, with no overnight stays required.