Training & Development Specialist

​Role Overview:

• We are looking for a passionate and proactive Training, Learning & Development Specialist to join our Customer Relationship Centre team.

• This role is key to empowering our frontline staff and team leaders with the skills, knowledge, and confidence they need to deliver exceptional customer experiences.

• You will design and deliver engaging training programmes, support continuous learning, work closely with our Cultural Development Lead and help embed a culture of development across the service centre.

• Your work will directly contribute to improved performance, customer satisfaction, and team morale.

Key Responsibilities:

• Design, develop, and deliver training programmes for frontline agents and team leaders, both in-person and virtually.

• Conduct training needs analysis to identify skill gaps and learning opportunities.

• Create learning materials, guides, and e-learning content tailored to customer service operations.

• Facilitate onboarding programmes for new hires, ensuring a smooth transition into the business.

• Support leadership development through coaching, workshops, and targeted learning interventions.

• Monitor training effectiveness and gather feedback to continuously improve learning experiences.

• Collaborate with operational leaders to align training with business goals and customer expectations.

• Champion a culture of continuous learning and professional growth.

• Help develop a yearly core skills programme for all levels in the CRC

Required Skills & Experience:

• Proven experience in training, learning & development, ideally within a customer service or contact centre environment.

• Strong facilitation and presentation skills, with the ability to engage diverse audiences.

• Experience designing and delivering training content across multiple formats (classroom, virtual, e-learning).

• Excellent communication and interpersonal skills.

• Ability to assess training impact and adapt programmes based on feedback and performance data.

• Strong organisational and time management skills; self-motivated and proactive.

Preferred Qualifications:

• Certification in training, coaching, or instructional design (e.g., CIPD, Train the Trainer).

• Experience with learning management systems (LMS) and digital learning tools.

• Familiarity with customer experience principles and service excellence frameworks.