Job Description

Job Purpose

MTC Training is a multi-award-winning Independent Training Provider delivering high quality engineering apprenticeships and upskilling training courses.


The Customer Excellence Manager will be responsible for managing our customer interactions and implementing customer experience strategies to improve customer satisfaction and loyalty.


The role will require you to develop high quality continuous improvements to customer experience whether employers, apprentices or learners.

Person Specification

All aspects of the role are to be carried out as an exemplar within the business defined by our values. Our four core values are embodied by every individual that forges their future with MTC.



One team together - The collaborative spirit is the lifeblood of MTC. Because none of us is as good as all of us. Pursuit of the best - Excellence is an everyday expectation. We constantly question what's the best solution for customers. Insatiable curiosity - Progress is an endless pursuit. We think beyond the obvious, ready to reimagine any convention. Enterprising spirit - Ideas can change anything. We embrace innovation to extract the maximum value for our customers.


In addition:

Be customer and quality focused. Be approachable, and able to handle issues with sensitivity and confidentiality. Able to work independently with own initiative and in a team. Be comfortable updating various internal stakeholders on a regular basis and give presentations to a wide variety of audiences. Work under pressure to meet tight deadlines. Highly articulate and presentable. High levels of organisation skill and attention to detail. Excellent communication and interpersonal skills. Strong leadership skills. Ability to analyse data and identify trends.

Key Activities

Customer Experience & Strategy

Build and maintain strong relationships with employer partners to support workforce development. Act as the key account manager for large employers and strategic partners producing management reports for key accounts. Lead the development and implementation of customer experience strategies to improve satisfaction, loyalty, and retention. Drive improvements in customer service interactions and Net Promoter Score (NPS). Analyse customer feedback to identify trends, root causes of dissatisfaction, and areas for improvement. Create and maintain customer journey maps and service processes. Promote and celebrate positive customer experiences internally and externally (e.g., via social media). Devise and monitor customer service metrics and KPIs to ensure service levels are met or exceeded. Lead initiatives to improve service delivery and reduce customer pain points. Champion a customer-centric culture across all departments.

Employer Engagement & Apprenticeship Recruitment

Lead the recruitment of apprentices in line with employer needs and programme targets. Build and maintain strong relationships with employer partners to support workforce development. Act as the key account manager for large employers and strategic partners. Produce management reports detailing recruitment progress, learner journey, and End Point Assessment outcomes. Take lead role for Careers Education, Information, Advice and Guidance (CEIAG), ensuring compliance with Gatsby benchmarks.

Staff & Learner Onboarding

Support onboarding of new staff, ensuring alignment with customer excellence standards. Collaborate with delivery and operations teams to ensure seamless onboarding for learners and employers. Work with the Compliance Team to ensure effective and engaging onboarding experiences for new colleagues.

Marketing, Testimonials & Awards

Lead the generation of client testimonials and success stories. Write and submit award nominations to showcase organisational impact. Work with the marketing team to raise brand awareness through campaigns, events, and employer engagement. Use social media platforms effectively to promote MTC Training and employer partnerships.

Cross-Functional Collaboration

Collaborate with Curriculum, Business Development, Marketing, and Operations teams to enhance customer journeys. Ensure consistent messaging and service across all customer touchpoints. Develop and maintain learner and employer handbooks and course information materials. Support internal training programmes focused on customer excellence.

Colleague Experience & Leadership

Chair colleague forums across training centres. Act as colleague representative for MTC Training in liaison with the wider MTC Group. Design and deliver training materials and workshops on customer excellence. Coach teams on best practices in customer communication and problem-solving.

Communication

Ability to communicate high level analytical detail at a granular level to ensure continuous improvement of customer experience processes. Excellent written and oral communication skills.

Innovation

Be creative in thought processes and delivery. Strive to improve our customer offering by developing new and existing processes.

Knowledge

5+ years of experience in customer service or a related field. Experience with customer relationship management (CRM) software (desirable)

Qualifications

Essential:

Proven experience in customer relationship management, account management, or employer engagement. Strong understanding of apprenticeship programmes and the training provider landscape. Excellent communication and stakeholder management skills. Experience in managing contracts and operational responsibilities. Ability to write compelling content for awards, testimonials, and marketing purposes. Strong organisational and project management skills.

Desirable:

Experience working within an independent training provider or education setting. Familiarity with Net Promoter Score (NPS) and customer satisfaction metrics. Knowledge of lease management and subcontractor oversight. Marketing or communications experience.

Education:

Degree or equivalent experience in Business, Education, Marketing, or a related field.

Vetting Checks

Learners' safety and wellbeing is of paramount importance to all MTC Training employees. All individuals are expected to actively contribute to our culture of safeguarding and vigilance to ensure learning is delivered in the safest environment possible.


Shortlisted candidates are subject to safer recruitment screening, including but not limited to:

Employment history check, Right to work check, Identity check, Two references, Qualification check, Industry prohibitions check (applies to programme delivery and assessment roles), Public online activity search, Enhanced DBS with children's barred list check.

The successful applicant will be required to promptly complete training relating to safeguarding and prevent and is expected to undertake ongoing training in relation to children's safety and wellbeing.


The successful applicant will be expected to maintain our safeguarding culture and contribute to it by supporting the Designated Safeguarding Lead and safeguarding team.


The successful applicant will be required to adhere to our Code of Conduct and share our commitment to the welfare of children.


The Manufacturing Technology Centre (MTC) was established in 2010 as an independent Research & Technology Organisation (RTO) with the objective of bridging the gap between academia and industry - often referred to as 'the valley of death'.


It represents one of the largest public sector investments in UK manufacturing and, after four years of planning and a 16 month build, the facility opened at Ansty Park in Coventry at the end of 2011.


In December 2011, there were 16 industrial members, 44 staff and just a few key pieces of equipment in the 'workshop'.


Over the following seven years the MTC's rapid growth has seen the expansion of our campus with the construction of three more facilities, including the opening of the Advanced Manufacturing Training Centre and the National Centre for Additive Manufacturing.


Our role has also increased to cover not only R&D but also Training, Advanced Manufacturing Management and Factory Design.


We now have over 700 talented employees working with us.


During this time we have helped hundreds of companies across a range of industries and over 100 of them have become members of the MTC.