Learning and Development Advisor

About the role

The Learning and Development Advisor will design, deliver and maintain training programmes for the Customer Care team at JD Group. Reporting to the Executive Contact Operations Manager, the role combines curriculum creation, hands‑on coaching and performance monitoring to ensure high‑quality service across all channels.

Key responsibilities

• Design and develop Customer Care training programmes, including system modules, micro‑learning videos and interactive workshops.
• Deliver both in‑person and virtual training sessions, using role‑playing and simulations to build communication and de‑escalation skills.
• Create and maintain training manuals, e‑learning modules, assessment tools and LMS content.
• Collaborate with IT and Operations to keep training material aligned with system updates and process changes.
• Coach staff on using Customer Care software, omni‑channel communication tools and product knowledge.
• Monitor trainee progress, analyse LMS analytics and customer service metrics, and report training ROI.
• Ensure training complies with GDPR, PCI DSS and other industry regulations.

Required profile

• Reports to the Executive Contact Operations Manager.
• Willingness to travel and cover occasional early/late shifts and weekends.

Required skills

• Experience with Learning Management Systems (LMS) for tracking and reporting.
• Ability to develop system training modules and e‑learning content.
• Proficiency in using Customer Care software and omni‑channel communication platforms.

What we offer

• Full‑time role (40 hours per week) within a leading global omni‑channel retailer.
• Opportunities to shape training strategy across a large, international customer service operation.