Learning and Development Advisor
Responsible to: Executive Contact Operations Manager
Department: Customer Care
Location: Kingsway
Hours: 40 per week – may include occasional early/late shifts and weekend cover
Travel: Required as part of this role
Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni‑channel retailer of sports fashion, outdoors and gyms with colleagues working across several retail fascias in many markets worldwide. JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019.
We aim to be the leading global omnichannel retailer in the sports and outdoor industry. To be part of this successful company, you will help achieve our strategic goals of being people‑led, innovative, customer‑focused, and operationally excellent while identifying new growth areas.
Role Description
Role purpose and scope: Design and deliver innovative learning solutions across an omni‑channel Customer Care environment, including system‑based modules, interactive workshops, and digital learning tools. Ensure compliance with regulatory standards (GDPR, PCI DSS) and support continuous improvement through data‑driven insights. Collaborate with stakeholders to align training with business objectives and foster a culture of continuous learning and best practice sharing.
Responsibilities
- Design and develop Customer Care training programs and materials
- Develop system training modules for new tools and platforms
- Conduct training sessions for new and existing staff
- Create interactive workshops, role‑playing scenarios, and simulations
- Deliver both in‑person and virtual training sessions
- Integrate microlearning and video‑based content for quick skill reinforcement
- Develop training manuals, guides, and e‑learning modules
- Update training content based on company policies and industry best practices
- Create assessment tools and quizzes to evaluate learning outcomes
- Maintain training documentation and resources
- Collaborate with IT and Operations to ensure training content reflects system updates and process changes
- Implement Learning Management System (LMS) for tracking and reporting
- Train staff on communication skills, active listening, and empathy
- Teach conflict resolution and de‑escalation techniques
- Provide product knowledge training
- Coach employees on using Customer Care software and tools
- Coach on omni‑channel communication strategies (voice, email, chat, social)
- Embed digital literacy and system navigation skills
- Assess trainee progress and provide feedback
- Monitor customer service metrics and identify training needs
- Conduct follow‑up sessions and refresher training
- Evaluate training effectiveness and make improvements
- Use analytics from LMS and performance dashboards to identify skill gaps
- Report ROI of training initiatives to leadership
- Ensure training aligns with company standards and values
- Monitor call quality and provide coaching recommendations
- Support staff with ongoing development strategies
- Maintain compliance with industry regulations (GDPR, PCI DSS)
- Train outsourced Customer Care teams on company standards, processes, and brand values
- Ensure outsourced partners maintain the same service quality as in‑house
- Conduct periodic assessments of outsourced operations and training effectiveness
- Share product updates, policy changes, and new procedures with partner teams
- Travel to outsourced partner locations to conduct face‑to‑face training
- Develop scalable training frameworks for global partners
- Create cultural sensitivity modules for cross‑border teams
Additional Skills Needed
- Ability to work effectively across different cultures and time zones
- Adapt to different working styles and business practices
- Create standardised processes that work across multiple locations
- Strong knowledge of instructional design principles and adult learning theory
- Experience with e‑learning authoring tools (Articulate, Captivate) and LMS platforms
- Ability to analyse training impact using data and KPIs
- Project management skills for coordinating multi‑location rollouts
- Provide support to Customer Care on calls and emails during busy periods or upon request
- Any other ad hoc tasks requested by Management
Benefits
We offer staff discounts on JD Group and other brands within the organisation and personal development opportunities to learn and grow at work.
Learning and Development Advisor in Rochdale employer: CIH International Housing Group
Porchlight is an exceptional employer dedicated to making a meaningful impact in the lives of vulnerable individuals in North Kent. With a strong commitment to employee well-being, we offer generous annual leave, a supportive pension scheme, and access to mental health resources, all within a collaborative and inclusive work culture. Our focus on professional development ensures that our staff have ample opportunities for growth while working in a hands-on role that truly makes a difference in the community.
Contact Details:
CIH International Housing Group Recruitment Team
