Learning and Development Lead

Reporting Line: Head of Helpline and Support Services

Location: Remote (UK-Based) we operate a BYOD policy

The Cyber Helpline is a movement by the information security community to step in and fill the gap in support for victims of cybercrime & online harm. It is a UK-based charity that provides free, expert help to victims by helping them understand, contain, recover and learn from experiencing a malicious online issue. On top of the opportunity to do good with your skills, The Cyber Helpline will offer you the opportunity for training, skills development, mentoring and career progression.

Perfect for those looking to join or progress in the cyber security, victim support or online harms industry.

The Training and Development Lead will play a key role in supporting the organisation's commitment to delivering high-quality learning, development, and continuous improvement opportunities across all volunteer and staff-facing programmes. The postholder will be responsible for overseeing the design, delivery, evaluation, and ongoing development of training pathways, ensuring that learning provision remains relevant, accessible, engaging, and aligned with organisational objectives.

Working closely with operational teams, subject matter experts, and key stakeholders, the Training and Development Lead will identify learning needs, develop training resources, and implement effective development programmes that support both individual growth and service excellence. They will monitor training performance against agreed objectives and key metrics, identifying trends, addressing gaps, and implementing improvements to enhance learner outcomes and organisational capability.

A core responsibility of the role is to promote a culture of continuous learning by supporting volunteers and staff throughout their development journey. This includes overseeing onboarding and induction programmes, maintaining training records, monitoring engagement and completion rates, and ensuring learners receive appropriate guidance and support to achieve competency requirements.

The Training and Development Lead will also be responsible for maintaining and enhancing quality standards across all learning activities, working closely with quality assurance processes to ensure consistency, accuracy, and effectiveness in training delivery. They will evaluate training impact, gather learner feedback, and use insights to drive continuous improvement across the organisation's learning and development framework.

In addition, the postholder will support the development of new learning initiatives, accreditation opportunities, and professional development pathways, ensuring that training provision evolves in line with emerging trends, organisational priorities, and the needs of both volunteers and staff.

The Learning and Development Lead will be responsible for the following duties and responsibilities; however, this list is not exhaustive.

The post holder will work collaboratively with subject matter experts and colleagues across the organisation to develop and deliver learning content and will not be expected to be a subject matter expert in all specialist areas, such as safeguarding, cyber, or other operational disciplines.

• Recruit new volunteer Helpline Responders and provide consistent, structured induction training.
• Deliver ongoing development and refresher training to maintain competence, confidence and Helpline service quality.
• Develop and maintain a formal competency framework for each frontline role (Responder, Case Support, Specialist) including structured assessments and observed practice.
• Deliver and oversee training across teams, including the Helpline and Cyber Stalking Team, ensuring consistent standards across digital and live support channels (e.g. SMS, Whats App, incoming and outgoing calls and chatbot integration).
• Embed quality assurance and coaching processes, including periodic competency reviews and evaluation of training impact on service performance and SLAs.
• Oversee scenario-based training and simulations (including high-risk safeguarding cases, suicide ideation, complex fraud, cyberstalking escalation).
• Design and deliver structured probation reviews and sign-off processes for new responders.
• Align training with impact measurement, ensuring responders understand outcome-focused practice.
• Track and report on Helpline training data, completion rates and skills gaps, providing insight to the Executive Team to support workforce planning and risk management.
• Support Helpline volunteer retention by embedding clear learning pathways, progression routes and reflective practice.
• Lead on succession planning, identifying high-potential volunteers and developing future leaders.
• Lead the development of volunteer mentoring and career progression programmes, supporting volunteers to build the skills and confidence needed to achieve their career ambitions and progress into employment.
• Develop a mandatory annual…