SMR Training & Quality Lead

SMR Learning & Development Specialist

Location:

Bescot, Walsall (Fully Office‑based)

Contract:

Full-Time | Permanent | 40 Hours per week

Hours:

Monday to Friday, working rotational shifts between 8am-6pm. While weekend cover is not currently required, the flexibility to support potential future weekend cover is expected where needed.

Business Unit:
Service Maintenance & Repair (SMR)

Salary:
Up to £32,000 DOE

Are you passionate about developing people, shaping capability, and driving exceptional customer experiences? We’re looking for an energetic and skilled Learning & Development Specialist to support our SMR Contact Centre teams and help raise performance across the business.

• Designing, delivering, and evaluating engaging training programmes across SMR Contact Centre teams
• Delivering Induction Training for all new colleagues
• Completing QA assessments, providing constructive feedback and creating solutions to close knowledge gaps
• Designing new learning interventions aligned to the SMR Business Plan, including process changes and campaign activity
• Maintaining a comprehensive learning library
• Promoting and supporting the adoption of knowledge management tools
• Ensuring your own SMR product, service and industry knowledge remains up to date
• Working closely with leaders and stakeholders to ensure a seamless learning experience
• Creating ad‑hoc training solutions in response to business needs
• Completing all associated administration and documentation accurately
• Using data, complaints and feedback to identify opportunities for coaching and improvement
• Acting as a role model for performance, behaviours and customer excellence

• Experience delivering or facilitating training, ideally in a contact centre environment
• Experience designing and implementing training solutions
• Strong coaching skills with the ability to give positive, constructive feedback
• Excellent organisational skills and the ability to work to tight deadlines
• Outstanding communication skills, written and verbal
• Ability to influence and build strong stakeholder relationships
• Resilience, patience and the ability to work in a fast‑paced environment
• A track record of acting as a role model
• Strong MS Office skills
• Preferred: CIPD/TAPs qualification (or working towards)

• Has a positive, “can‑do” attitude
• Understands how people learn and is passionate about helping others grow
• Works well independently and as part of a team
• Shows drive, initiative and a desire to make an impact
• Demonstrates behaviours aligned to our RAC values:
  • Handle it Together
  • Exceptional Service
  • Raise the Bar
  • Own It

As the face of SMR Learning & Development, you’ll shape the capability, confidence and performance of our people. Your work directly influences customer outcomes, colleague experience and the future success of the SMR business.