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- Tasks: Lead and design impactful training programs for Deliveroo's global customer care teams.
- Company: Join Deliveroo, a leading food delivery service with a dynamic team culture.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real difference in customer experience while innovating training strategies.
- Qualifications: Experience in training design and delivery, strong leadership skills required.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
The predicted salary is between 36000 - 60000 £ per year.
Hybrid Role - Manchester HQ Based (3 days per week)
About the team:
The Marketplace Support and Service Excellence Team (Support and Service) centrally manages our entire global customer care operation which includes the Workforce Planning, Performance and Strategy Team, the Care Excellence Team and Care Operations. The mission of our team is to deliver an excellent customer experience across the three-sided marketplace (customers, restaurants and riders) in partnership with our vendors, whilst delivering efficiencies and driving continuous improvement, change and transformation.
About the role:
As the Training & Development Manager, you will lead a team of Training Managers and learning specialists to design and deliver impactful, scalable training programs that drive performance and customer satisfaction across Deliveroo’s global Operations and Support customer care teams. You’ll partner with cross functional teams in Operations and Service Excellence to develop data driven learning strategies that build capability and promote operational excellence.
What you’ll be doing:
- Lead and mentor Training Managers and learning specialists to deliver consistent, high quality learning initiatives across global customer care support operations.
- Design and oversee induction, change, and ongoing learning programs that accelerate onboarding, build capability, and support continuous improvement.
- Collaborate cross functionally to identify training needs, address skill gaps, and deliver tailored learning solutions that drive measurable performance improvement.
- Drive learning innovation through technology and blended models, including e-learning via LMS, AI powered authoring tools, instructor led training (ILT), and Train the Trainer programs.
- Maintain global training standards through content quality control, LMS governance, trainer accreditation, and analytics to measure learning impact and ROI.
- Leverage data insights to assess training effectiveness, identify automation and efficiency opportunities, and continuously improve learning strategies.
- Partner with external vendors and BPOs to ensure consistent delivery of Deliveroo’s learning standards across global markets.
- Lead change and enable adoption during major operational transitions, ensuring clear communication, smooth implementation, and lasting impact.
Requirements:
- Proven experience in designing, delivering, and scaling learning programs within large, fast paced organisations, ideally in a contact centre or BPO environment.
- Strong background in training delivery and facilitation, with the ability to engage diverse audiences and achieve measurable learning outcomes.
- Expertise in instructional design with hands on experience using e-learning authoring tools such as Articulate, Gomo, or similar platforms.
- Strong leadership and emotional intelligence, with the ability to inspire, coach, and manage diverse teams across multiple locations.
- Exceptional stakeholder management skills, with experience collaborating with senior leaders and external partners.
- Ability to prioritise and execute multiple complex initiatives in a dynamic environment.
- Exceptional analytical and communication skills, with the ability to leverage training, onboarding, and learning insights to shape strategic development initiatives and deliver measurable outcomes.
- Working proficiency in a second language is desirable.
- Be part of a 24/7 on-call rota, roughly 2 weeks per quarter (On-call incident management coverage including nights, weekends).
Training & Development Manager in City of London employer: Deliveroo
Contact Detail:
Deliveroo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Training & Development Manager in City of London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Training & Development Manager in City of London
Some tips for your application 🫡
Show Your Passion for Learning: When you write your application, let us see your enthusiasm for training and development. Share examples of how you've designed impactful learning programmes in the past. We love candidates who are genuinely excited about helping others grow!
Tailor Your Application: Make sure to customise your application to reflect the specific requirements of the Training & Development Manager role. Highlight your experience in fast-paced environments and how you've driven performance improvements through innovative training solutions. We want to see how you fit into our mission!
Be Data-Driven: Since we value data insights, include any metrics or outcomes from your previous training initiatives. Show us how you've used analytics to measure training effectiveness and drive continuous improvement. Numbers speak volumes, so don’t shy away from sharing them!
Keep It Clear and Concise: While we appreciate detail, clarity is key! Make your application easy to read and straight to the point. Use bullet points where necessary and ensure your passion and qualifications shine through without overwhelming us with too much information.
How to prepare for a job interview at Deliveroo
✨Know Your Stuff
Make sure you’re well-versed in the specifics of training and development, especially in a fast-paced environment like Deliveroo. Brush up on your knowledge of instructional design and e-learning tools, as these will likely come up during the interview.
✨Showcase Your Leadership Skills
Be ready to discuss your experience leading teams and mentoring others. Prepare examples that highlight your emotional intelligence and how you've inspired diverse teams to achieve measurable outcomes.
✨Data-Driven Mindset
Since the role involves leveraging data insights, think about how you’ve used analytics to assess training effectiveness in the past. Be prepared to share specific instances where your data-driven approach led to improvements in learning strategies.
✨Collaborative Spirit
This role requires working closely with various teams. Think of examples where you successfully collaborated with cross-functional teams or external partners to deliver tailored learning solutions. Highlight your exceptional stakeholder management skills!
