Learning and Development Manager

About the role

The Learning and Development Manager will lead the evolution of the service desk within a high‑volume utilities environment. Reporting to the Service Centre Manager, you will integrate L&D, Quality Assurance, Business Continuity and Regulatory Compliance to ensure teams deliver smart‑meter and switching services to the highest standards.

Key responsibilities

• Design and deliver L&D programmes covering smart‑meter technology, query resolution and compliance training.
• Own and maintain the client knowledge hub, creating a SMART Academy for employee progression from onboarding to retirement.
• Use digital QA systems to monitor performance, conduct audits, and manage triage processes.
• Ensure adherence to OFGEM licence conditions, SEC/REC requirements and cybersecurity standards (ISO 27001, NIST‑aligned controls).
• Collaborate with Customer, Change and Continuous Improvement managers to align capabilities with operational KPIs.
• Conduct skills audits, track training completion rates and audit pass rates, and report progress to senior leadership.
• Partner with client knowledge and training teams to share best practice and drive cultural change toward proactive service delivery.

Required profile

• Proven experience in learning and development or service development within a regulated utilities or similar high‑volume environment.
• Strong understanding of regulatory frameworks such as OFGEM, SEC/REC and cybersecurity standards.
• Ability to work closely with cross‑functional teams and influence stakeholder decisions.
• Excellent analytical and reporting skills, with a focus on continuous improvement.

Required skills

• ISO 27001 compliance
• NIST‑aligned security controls
• Digital Quality Assurance systems
• Smart‑meter technology knowledge

What we offer

• Competitive salary and benefits package.
• Opportunity to shape L&D strategy for a leading utilities service desk.
• Collaborative, forward‑thinking work environment.