At a Glance
- Tasks: Design and deliver innovative training solutions for Customer Care in a dynamic retail environment.
- Company: Join JD Sports, a leading global omni-channel retailer with a vibrant culture.
- Benefits: Enjoy staff discounts, personal development opportunities, and a supportive work environment.
- Other info: Collaborate with diverse teams and enjoy excellent career growth opportunities.
- Why this job: Make a real impact by fostering a culture of continuous learning and improvement.
- Qualifications: Experience in training design, strong communication skills, and knowledge of e-learning tools.
The predicted salary is between 36000 - 60000 £ per year.
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 in stores across several retail fascias in many markets around the world. JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally. We want to be the leading global omnichannel retailer in the sports and outdoor industry.
Role Purpose and Scope: To design and deliver innovative learning solutions across an omni‑channel Customer Care environment, including system‑based modules, interactive workshops and digital learning tools. The role ensures compliance with regulatory standards (GDPR, PCI DSS) and supports continuous improvement through data‑driven insights. It collaborates with stakeholders to align training with business objectives and fosters a culture of continuous learning and best practice sharing.
- Training Development & Delivery
- 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
- Curriculum & Content Management
- 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
- Skills Development
- 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
- Performance Monitoring
- 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
- Quality Assurance
- 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)
- Outsource Partner Support
- Train outsourced Customer Care teams on company standards, processes and brand values
- Ensure outsource 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 outsource 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 know our colleagues work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits including staff discount on JD Group and other brands within the organisation, and personal development opportunities to learn and develop at work.
Learning and Development Advisor in Rochdale employer: JD Sports Fashion
At JD Group, we pride ourselves on being an exceptional employer that values every colleague's contribution in a dynamic retail environment. With a commitment to personal development, inclusive work culture, and a range of benefits including staff discounts and opportunities for accredited qualifications, we empower our team members to thrive and grow their careers. Join us in a fast-paced setting where your passion for sports fashion can shine, and make a meaningful impact every day.
StudySmarter Expert Advice🤫
We think this is how you could land Learning and Development Advisor in Rochdale
✨Tip Number 1
Network like a pro! Reach out to current employees at JD Sports on LinkedIn or through mutual connections. A friendly chat can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by researching the company culture and values. JD Sports is all about innovation and teamwork, so think of examples from your past experiences that showcase these traits. We want to see how you fit into our vibe!
✨Tip Number 3
Show off your skills during the interview! If you’ve got experience with e-learning tools or training development, bring it up. We love candidates who can demonstrate their expertise and how it aligns with our goals.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the Learning and Development Advisor role can keep you fresh in the interviewer's mind. Plus, it shows you’re genuinely keen on joining our team!
We think you need these skills to ace Learning and Development Advisor in Rochdale
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Learning and Development Advisor role. Highlight your experience in designing training programmes and any relevant skills that align with our omni-channel approach.
Showcase Your Creativity:We love innovative ideas! When you describe your previous training solutions, focus on how you’ve used interactive workshops or digital tools to engage learners. This will show us your ability to think outside the box.
Be Data-Driven:Since we value continuous improvement, mention any experience you have with using data to assess training effectiveness. Share examples of how you've used analytics to identify skill gaps and improve training outcomes.
Apply Through Our Website:Don’t forget to submit your application through our official website. It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at JD Sports Fashion
✨Know Your Stuff
Before the interview, dive deep into the JD Group's values and mission. Understand their omni-channel approach and how it relates to customer care. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Showcase Your Training Skills
Prepare examples of past training programmes you've designed or delivered. Highlight your experience with interactive workshops and digital learning tools, as well as any success stories that demonstrate your impact on staff development.
✨Be Data-Driven
Since the role involves using data for continuous improvement, be ready to discuss how you've used analytics in previous roles. Share specific metrics or KPIs you've monitored and how they influenced your training strategies.
✨Cultural Sensitivity is Key
Given the global nature of the JD Group, be prepared to discuss your experience working across different cultures and time zones. Share how you've adapted training materials or approaches to suit diverse teams and ensure everyone feels included.
