Training & Development Designer

Job Title

Training & Development Designer

Location

Britannia House

Employment Type

Full time

Contract Type

Fixed Term

Hours Per Week

37.5

Salary

Competitive salary plus benefits.

Category

Learning and Development

Closing Date

12 November 2026

About the Role

We are looking for a data-driven, proactive and engaging Training & Development Specialist to join our Customer Experience team. You will design, develop and deliver high-quality learning solutions that build colleague capability and improve customer outcomes across our internal and BPO contact centre operations. This includes ownership of new hire curricula, ongoing learning, training delivery and Train the Trainer activity. You will also support Customer Service transformation and change, translating new processes, systems and propositions into effective learning and deployment plans that ensure colleagues are confident and ready for go-live.

Using Quality, customer and operational insight, you will identify capability gaps, evaluate learning effectiveness and continuously improve our approach to training and development.

Key Accountabilities

• Own and continuously improve new hire curricula and ongoing learning across Customer Service.
• Design engaging learning solutions across classroom, virtual and digital formats, including knowledge checks and supporting materials.
• Translate complex processes, system changes and business requirements into clear and practical learning content.
• Deliver training to new and existing colleagues across internal and BPO operations.
• Lead Train the Trainer activity, ensuring consistent delivery and capability across locations and partners.
• Support transformation and change programmes, developing learning and deployment plans that ensure colleague readiness for go-live.
• Use Quality, customer and operational insight to identify capability gaps and target learning interventions.
• Measure training effectiveness through learner feedback, knowledge validation and operational performance.
• Partner with stakeholders across internal teams and BPO operations to maintain consistent learning standards.
• Maintain effective training governance, including version control, completion tracking, learning records, readiness reporting and benefit realisation.

Skills & Experience

• Strong understanding of learning and development methodologies, training needs analysis and learning evaluation.
• Experience designing, developing and improving engaging training content and curricula.
• Strong experience delivering classroom, virtual and blended learning.
• Excellent facilitation, presentation and stakeholder management skills.
• Ability to simplify complex processes, systems and business requirements into engaging learning.
• Strong analytical skills, with the ability to use Quality, customer and operational data to identify learning needs and measure impact.
• Strong planning and organisational skills, with the ability to manage multiple priorities and delivery deadlines.
• A proactive continuous improvement mindset, with the confidence to challenge existing approaches and recommend improvements.
• Desirable Experience with in a contact centre or Customer Experience environment.
• Experience supporting business transformation, change and colleague readiness.
• Experience designing and delivering learning across BPO or multi-site operations.
• Experience with new hire accreditation, nesting and speed-to-competence measurement.
• Knowledge of digital learning tools or Learning Management Systems.
• Coaching, mentoring or leadership experience.

Everything you’ll love

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