CCA Inspire is a practical leadership development programme designed primarily for Team Managers and Team Leaders working in customer operations.

The programme focuses on the realities managers face every day - leading people and performance, handling difficult conversations, building trust, navigating change and communicating effectively when the pressure is on.

Delivered through a blend of immersive in-person and interactive virtual sessions, Inspire combines expert insight, practical techniques and peer learning from across the CCA network.

CCA Inspire is designed primarily for Team Managers and Team Leaders working in customer operations.

It is particularly relevant for managers taking on greater responsibility, leading through change, managing increasingly complex people and performance challenges, or looking for fresh thinking and practical approaches they can apply within their teams.

It may also be suitable for individuals preparing to move into a significant people-management role.

Yes. Inspire can support people moving into their first Team Manager or Team Leader role, particularly where they are beginning to take greater responsibility for people, performance and difficult conversations.

However, the programme is not limited to new managers. It is equally relevant to experienced Team Managers and Team Leaders who want to refresh their approach, develop new skills and learn alongside peers from other customer operations.

CCA Inspire focuses on practical leadership capabilities that Team Managers and Team Leaders can apply directly within their roles.

The programme will help participants communicate more effectively under pressure, handle difficult conversations, build trust, strengthen accountability, develop greater self-awareness and understand how to get the best from themselves and the people they lead.

The programme is structured around three connected areas:

Lead under pressure. Lead with impact. Lead through your strengths.

CCA Inspire is delivered as a blended development experience across three connected sessions.

The programme begins on 24 September 2026 with an immersive in-person experience at The Lowry Hotel, Manchester, led by hostage and crisis negotiator Chris White.

This is followed by two interactive virtual sessions in October and November, allowing participants to continue their development, apply their learning between sessions and bring their experiences back into the group.

The programme fee includes all three CCA Inspire sessions: the immersive in-person experience at The Lowry Hotel, Manchester, two interactive virtual development sessions and a dedicated networking lunch as part of the in-person day.

Participants will also have the opportunity to learn and share experiences with peers from across the CCA network and will receive a certificate on completion of the programme.

CCA Members pay £995 + VAT and Non-Members pay £1,495 + VAT.

Previous Inspire participants can return at the preferential Alumni rate of £895 + VAT.

CCA Inspire is grounded in the realities of managing within customer operations.

Rather than focusing heavily on leadership theory, the programme combines expert insight with practical techniques that managers can apply to the situations they face every day.

Participants also learn alongside Team Managers and Team Leaders from across the CCA network, creating opportunities to share experiences, challenge thinking and build valuable peer connections with people facing similar operational pressures.

More than 400 people from across the CCA community have already participated in Inspire.

Participants will leave CCA Inspire with practical approaches they can apply immediately within their role.

They will develop their ability to handle difficult conversations, communicate effectively when pressure rises, build trust and accountability, understand their own leadership strengths and get the best from the people they lead.

Just as importantly, Inspire gives managers time away from the day-to-day to reflect on how they lead and learn from peers facing similar challenges across customer operations.

Yes. Peer learning and connection are an important part of CCA Inspire.

The in-person experience on 24 September includes a dedicated networking lunch, giving participants the opportunity to meet Team Managers and Team Leaders from other organisations, compare experiences and build relationships.

The interactive virtual sessions continue that peer-learning experience throughout the programme.

No. CCA Inspire is open to both members and non-members.

CCA Members: £995 + VAT
CCA Inspire Alumni: £895 + VAT
Non-Members: £1,495 + VAT
3-person CCA Member cohort: £2,750 + VAT

For organisations considering 5 or more places, please speak to Katie to discuss your requirements.

Absolutely. This is not a repeat of previous CCA Inspire programmes.

Inspire has been completely refreshed with new content, contributors and areas of focus, creating a very different development experience. Previous participants are encouraged to return, particularly where their role or responsibilities have developed since they last participated.

A preferential alumni rate of £895 + VAT is available to previous Inspire participants.

The programme begins with an immersive session led by Chris White, a leading international UK Government Hostage and Crisis Negotiator and FBI National Academy graduate.

Chris will translate lessons from high-stakes negotiation into the everyday realities of leadership, exploring how managers can listen more effectively, build trust, navigate conflict, approach difficult conversations and communicate clearly when the pressure is on.

The day also includes dedicated opportunities to connect and share experiences with fellow managers from across the CCA network.

CCA Inspire is designed as one connected leadership journey rather than three standalone training sessions.

Lead under pressure explores communication, listening, trust, conflict and difficult conversations when the pressure rises.

Lead with impact focuses on creating accountability, empowering others and turning leadership intentions into consistent action.

Lead through your strengths develops greater self-awareness and helps participants understand how to use their individual leadership strengths to get the best from themselves and their teams.

Yes. We actively encourage organisations to consider whether two or more Team Managers or Team Leaders could benefit from participating together.

Developing managers as a cohort creates shared learning and gives colleagues the opportunity to take common approaches and ideas back into their operation.

CCA Members can book a 3-person organisational cohort for £2,750 + VAT.

For 5 or more participants, please speak to Katie to discuss the most appropriate option for your organisation.

If you are considering Inspire for a Team Manager or Team Leader but are unsure whether the programme is right for them, speak to Katie.

We are happy to have a short conversation about the individual's role, experience and development priorities before you make a decision.

This can also help if you are considering which two or three managers across your operation would benefit most from participating together.

You can book your place using the booking form on this page.

If you would like to discuss Inspire before booking, are considering places for more than one manager, or would like to explore an organisational cohort, please contact Programme Manager Katie White.