Learning and Development Manager

Ready to revolutionize healthcare, making it faster and more accessible than ever before? Founded in 2013 by Dwayne D’Souza, HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we’ve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise.

A key driver of our success is vertical integration; we operate our own manufacturing and proprietary products, led by in‑house medical teams, researchers, and pharmacists at the top of their fields. In 2025, HeliosX treated more than 1.7 million patients globally and reached £781m in revenue, representing +337% year‑on‑year growth and cementing our position as the clear market leader in the UK.

This is growth with measurable, life‑changing impact at scale. Today, we operate across four international markets, with successful launches in Germany and Canada and continued expansion in the US. We were also recently recognised in the Sunday Times Top 100 fastest‑growing tech companies, further validation of both our momentum and our ambition.

2026 is a step‑change year. Our ambition is to reach £1.6bn in revenue, expand from four to eight global markets and significantly broaden our condition and treatment portfolio. Over the coming years, you’ll help shape HeliosX into a truly world‑leading healthcare partner; one that combines scale, speed, and clinical rigour to redefine how personalised care is delivered.

We’re hiring our first Learning & Development Manager for Customer Service - a hands‑on builder who will create the training engine that scales HeliosX Customer Care. You’ll own end‑to‑end learning across the Customer Service lifecycle: onboarding, role proficiency, continuous development & high‑tempo change training (process, policy, tooling). You’ll partner closely with CS Leadership, Team Leads, QA, Ops & our BPO partners to ensure training is consistent, measurable & directly improves customer outcomes & operational performance.

This is an IC role with real ownership, ideal for someone who’s built training in a high‑volume service environment & wants to create a function from the ground up.

What you’ll be doing:

• Build & own the Customer Service L&D framework: standards, governance, documentation & role‑based learning pathways.
• Design & deliver new hire onboarding that ramps agents quickly & safely.
• Run ongoing training for product/process/policy changes, tooling updates & targeted performance uplift.
• Turn real QA themes, CS metrics & frontline feedback into high‑impact learning interventions.
• Ensure training drives measurable improvements across CSAT, resolution, productivity & SLA performance.
• Implement & manage the training operating system (e.g., LMS/knowledge tools): completion tracking, effectiveness measurement, audit‑ready records.
• Partner with Team Leads & BPO stakeholders to embed learning in production through reinforcement & coaching.
• Travel periodically to support BPO sites & ensure consistent delivery across locations.

What you’ll bring to the role:

• Proven experience building and delivering L&D in a Customer Service / contact‑centre environment (not generic corporate L&D).
• Strong capability in instructional design & facilitation: onboarding, upskilling, and change training that works in a live production setting.
• Evidence you can use data and QA insights to diagnose performance gaps and create training that improves measurable outcomes.
• Confidence partnering with CS leadership, team leads, QA, Ops and cross‑functional stakeholders to land change quickly and consistently.
• Comfortable owning the “training operating system” (e.g., LMS/knowledge tools, content governance, completion tracking and effectiveness measurement).
• Thrives in a fast‑paced, scaling environment with high change velocity, and can prioritise ruthlessly.
• Willingness to travel periodically to support BPO partners and ensure consistent delivery across locations.

Why work with us?

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

25 days holiday plus UK Bank Holidays (excluding two per year) Private health insurance, along with extra dental and eye care cover Enhanced parental leave Cycle‑to‑work Scheme Electric Car Scheme Free Dermatica and MedExpress products every month, as well as family discounts Home office allowance Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription).