Learning and Development Advisor

Learning and Development Advisor 

Responsible to: 

Executive Contact Operations Manager

Department: 

Customer Care 

Location: 

Hours: 

Travel: 

Kingsway 

40 Per week–may include occasional early/late shifts and weekend cover 

Travel will be required as part of this role 

Role Description

Role purpose and scope: 

To design and deliver innovative learning solutions across an omni-channel Customer Care environment, including system-based modules, interactive workshops, and digital learning tools. The role ensures compliance with regulatory standards (GDPR, PCI DSS) and supports continuous improvement through data-driven insights. This includes collaborating with stakeholders to align training with business objectives and fostering a culture of continuous learning and best practice sharing. 

Responsibilities 

Training Development & Delivery 

• Design and develop Customer Care training programs and materials 

• Develop system training modules for new tools and platforms 

• Conduct training sessions for new and existing staff 

• Create interactive workshops, role-playing scenarios, and simulations 

• Deliver both in-person and virtual training sessions 

• Integrate microlearning and video-based content for quick skill reinforcement 

Curriculum & Content Management 

• Develop training manuals, guides, and e-learning modules 

• Update training content based on company policies and industry best practices 

• Create assessment tools and quizzes to evaluate learning outcomes 

• Maintain training documentation and resources 

• Collaborate with IT and Operations to ensure training content reflects system updates and process changes 

• Implement Learning Management System (LMS) for tracking and reporting 

Skills Development 

• Train staff on communication skills, active listening, and empathy 

• Teach conflict resolution and de-escalation techniques 

• Provide product knowledge training 

• Coach employees on using Customer Care software and tools 

• Coach on omni-channel communication strategies (voice, email, chat, social) 

• Embed digital literacy and system navigation skills 

Performance Monitoring 

• Assess trainee progress and provide feedback 

• Monitor customer service metrics and identify training needs 

• Conduct follow-up sessions and refresher training 

• Evaluate training effectiveness and make improvements 

• Use analytics from LMS and performance dashboards to identify skill gaps 

• Report ROI of training initiatives to leadership 

Quality Assurance 

• Ensure training aligns with company standards and values 

• Monitor call quality and provide coaching recommendations 

• Support staff with ongoing development strategies 

• Maintain compliance with industry regulations (GDPR, PCI DSS) 

Outsource Partner Support 

• Train Outsourced Customer Care Teams on company standards, processes, and brand values 

• Ensure Outsource Partners maintain the same service quality as in-house 

• Conduct periodic assessments of Outsourced operations and training effectiveness 

• Share product updates, policy changes, and new procedures with partner teams 

• Travel to Outsource partner locations to conduct face-to-face training 

• Develop scalable training frameworks for global partners 

• Create cultural sensitivity modules for cross-border teams 

Additional Skills Needed 

• Ability to work effectively across different cultures and time zones 

• Adapt to different working styles and business practices 

• Create standardised processes that work across multiple locations 

• Strong knowledge of instructional design principles and adult learning theory 

• Experience with e-learning authoring tools (Articulate, Captivate) and LMS platforms 

• Ability to analyse training impact using data and KPIs 

• Project management skills for coordinating multi-location rollouts 

• Provide support to Customer Care on calls and emails during busy periods or upon request 

• Any other ad hoc tasks requested by Management 

.