Assistant Manager – Customer Service Training

About the role

The Assistant Manager – Customer Service Training will design, deliver and continuously improve training programmes for front‑line staff. Working closely with the Training Manager, you will ensure that training aligns with best‑in‑class industry standards and supports the company’s strategic objectives.

Key responsibilities

• Conduct classroom and practical training sessions for all customer‑facing employees.
• Assist the Training Manager in performing training needs analyses.
• Develop, update and maintain training modules in line with industry benchmarks.
• Gather and analyse trainee feedback to refine training content.
• Recommend innovative, cost‑effective training methods and process improvements.
• Maintain accurate training records and ensure compliance with grooming, safety and service standards.
• Coach new trainers and provide ongoing mentorship.
• Uphold company image, quality policies and value systems throughout all training activities.

Required profile

• Strong understanding of customer service operations and training methodologies.
• Excellent communication and presentation skills.
• Ability to assess performance and tailor training interventions.
• Commitment to fostering a healthy work environment and staff welfare.

Required skills