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Customer Service Sales Training Manager


Peterborough, GB

Job Family:  Marketing
Country/Region:  United Kingdom
Customer Service Sales Training Manager 

Reporting to the Head of Training, this role is responsible for developing and leading the Direct Team’s sales training programs within Coloplast’s UK Chronic Care division whilst also being a key contributor and training team member to the Division’s training team.


The Direct Services Teams are the touchpoints of Coloplast’s customers journey; from new customer registration, to embedding customers into our service with their product choice, we collaborate with our customers to identify issues, find appropriate solutions, place orders and ultimately support our Customer’s needs.


The Direct Sales Training Manager will support the Training strategy within Direct Services by developing and leading critical sales and customer care solution-based training programs whilst also managing the relevant processes and documentation that supports this. The training programs are a critical part of the UK Chronic Care division’s ambitious growth initiatives.


This is a full-time position, which will be based in our Head Office at Peterborough. The role will fall under our Blended working policy (3 days office, 2 days home based).  An ideal candidate will have significant medical solution based and/or sales training and coaching experience within an inbound and outbound call centre environment, - as well as a strong commercial background.  If this sounds like you, then please read on!


Key Accountabilities include:


  • Ability to drive skills, knowledge, and behavioural gap analysis across the Direct Service Business area
  • This role is responsible for the creation, development, and delivery of innovative training content to drive highly effective skill solution offerings
  • Responsible for on time delivery, utilising proven expertise and experience to create learning solutions in a variety of modalities that are measurably effective and engaging, applying adult learning and accelerated learning techniques, and follow-up reinforcement activities
  • Works in alignment with key stakeholders to continually develop, facilitate and lead innovative, interactive and engaging learning experiences for Direct Services
  • Support Marketing campaigns with the focus of embedding new skills, knowledge, and behaviours in a drive for continuous improvement
  • Leads the development of coaching programs for Managers including (and not restricted to) the internal solution-based sales skills framework, communication and soft skill development and product focus, supporting key areas accordingly
  • Manage the on-going review and improvements to the skill training curriculum for Direct Services
  • Collaborates with relevant stakeholders including the Training and Quality team within Direct Services and global sales excellence project teams
  • Responsible for coordinating training logistics, including but not limited to: managing stakeholders, managing master training schedules, and event space considerations
  • Responsible for program budgets, tracking and evaluation of educational impact and measurements of learning adoption.  Responsible for obtaining feedback on training programs and implementing appropriate improvements.
  • Develops, manages, and delivers the relevant training and educational content for the Direct Services via the Company’s LMS system.


To be successful in this role, you will be able to demonstrate competencies in:


  • Ability to manage stakeholders and work collaboratively.
  • Ability to recognize and establish process improvement methods.
  • Excellent communication skills.
  • Continuous improvement mindset with a strong desire to proactively spot opportunities and take relevant and prompt action to drive high value outcomes
  • Self-driven with high standards.
  • Project management skills with a creative problem-solving attitude.
  • Excellent planning and organizing skills.
  • Excellent mentoring, coaching and feedback skills.


Experience and Education required:


  • Significant and evidenced Customer care and/or Sales experience required.
  • Experience within the Medical device and/or Pharma Industry is preferred.
  • Proven Experience in developing and implementing skilled solution driven training programs within Customer Care is highly desired.
  • Strong knowledge of training and development theory, design, and principles of adult learning required.
  • Bachelor’s degree desired.
  • Leadership experience preferred.
  • Word, Excel, PowerPoint proficiency required.


Need more information?

If this position has your interest, please do not hesitate to contact Nicki Makin (Senior HR Business Partner) at gbnmk@coloplast.com


No agencies please

Please apply online as soon as possible


Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 12.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.


Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfil their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.


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