Learning, Training, and Development Specialist

EXCELLENT BENEFITS PLUS HYBRID WORKING

You'll be working as part of the support implementation team for ongoing improvements, training and competency and customer facing teams.

Main Responsibilities:

Collaborate with key stakeholders to:

• Design, implement, and manage a comprehensive Training & Competency (T&C) framework for customer-facing teams, ensuring competency levels are clearly defined, evidenced, and maintained.

• Establish and oversee a structured approach for induction and ongoing competency monitoring, including assessments and personalized development plans.

• Conduct Learning Needs Analysis (LNA) using data sources such as complaints, knowledge retention tools, call evaluations, feedback, and L&D insights to identify skill gaps and propose effective learning interventions.

• Design and/or curate targeted learning solutions aligned to learner needs and defined objectives.

• Deliver, facilitate, and support various learning formats, including workshops, team huddles, and peer-to-peer sessions.

• Build and maintain a trainer support network to foster collaboration, skill development, and consistency across training practices.

• Coach and develop managers, supervisors, and trainers to strengthen their capability in coaching, competency assessment, and supervision.

• Analyze learning data to measure effectiveness, identify trends, and highlight areas for improvement.

• Promote and embed organization-wide L&D initiatives within customer-facing teams to support a culture of continuous improvement.

• Support the wider People team with day-to-day activities and projects as needed.

Core Competencies & Requirements:

Training Expertise:

• Proven ability to design, implement, and oversee T&C frameworks in a regulated, customer service/call center environment.

• Skilled in conducting Training Needs Analyses, delivering the full training cycle (design, delivery, evaluation).

Technical Proficiency:

• Ability to independently learn and adapt to new technologies using analytical and problem-solving skills.

Integrity & Ethics:

• Consistently upholds confidentiality and ethical standards in all professional interactions and decisions.

Communication:

• Communicates clearly and persuasively across all levels, tailoring style to suit different audiences and build strong relationships.

Personal Effectiveness:

• Manages workload effectively, meets deadlines, and takes accountability for outcomes.

Accuracy & Efficiency:

• Completes tasks with precision and utilizes available tools and resources to maximize productivity.

Emotional Intelligence:

• Understands and manages both personal and others’ emotions to foster positive relationships.

Collaboration & Teamwork:

• Works constructively with others to achieve shared goals and support team success.

Problem Solving:

• Gathers and interprets data to identify root causes and develop logical, effective solutions.

Continuous Development:

• Actively seeks opportunities to grow skills, knowledge, and capabilities to support current and future performance.

If your application is successful, you will be contact shortly.

The job title and description in this advertisement may differ from the client's official job description/contract .We appreciate your interest in this role. E-Personnel Recruitment aims to acknowledge all applications, but due to the high volume of CVs we receive, this may not always be feasible.

You can apply with the utmost confidence to E-Personnel Recruitment directly, experts in both Permanent and Temporary Recruitment, and a proud member of the Recruitment & Employment Confederation (REC), the professional body for the recruitment industry. In the meantime, feel free to explore similar job opportunities on our website: e-personnelrecruitment.co.uk