At a Glance
- Tasks: Lead the development of training initiatives for customer service excellence.
- Company: Join SquareTrade, a fast-growing leader in device protection.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with a focus on innovation and continuous improvement.
- Why this job: Make a real impact by transforming customer service training and support.
- Qualifications: Experience in learning and development, strong collaboration skills, and a passion for helping others grow.
The predicted salary is between 45000 - 55000 £ per year.
SquareTrade is the fastest growing partner in the global device protection market and we work with many of the world’s largest operators, retailers and manufacturers. Our obsession with putting the customer first, from our transparent T&Cs to our better products, always available online claim filing and our flexible resolution options, are all underpinned by our exceptional team. This is the secret behind how we’ve continued to shake up the industry. We are the ones transforming a “bad” service category into something that empowers people to take care of the things that keep life running smoothly. Together, we’re united by the same end goal: to completely change what people expect from an insurance plan. We now protect over 140 million devices globally and work across Europe, with partners including Apple, T‑Mobile and Telenor.
Reporting to the Head of Change & Development, the CS Learning and Development Manager will play a key role in the Customer Operations Team. This is a fixed‑term maternity cover role. You will be the primary owner of the L&D roadmap for 2026 and beyond, with overall responsibility for the delivery of our training initiatives for our outsourced customer service centres. Your key focus will be to maintain our current induction & nesting phase initiatives, with focus on reducing speed to competency, and supporting the contact‑centre with the knowledge and training content needed to deliver customer excellence. You will also lead the landing of key contact‑centre communications to support our learning and change initiatives. As part of this, you’ll work as an expert to support the delivery and implementation of high standard learning, and oversee the planning, design, build and delivery of all content. You’ll also support the Head of Change & Development with our CS Knowledge Strategy.
Job Responsibilities
- Central ownership for delivery of the L&D 2026 roadmap & beyond
- Provide regular reporting on our Continuous Professional Development (CPD) completion within CS and liaise with our CS Partner to identify any risks
- Use data and feedback to measure learning and knowledge effectiveness (e.g., completion, quality outcomes, speed to competency) and identify continuous improvement opportunities.
- Lead the creation of all new training and closely collaborate with Head of Change & Development on 2026 Knowledge Base Strategy
- Provide feedback on training delivery provided by our CS partner(s), driving & maintaining a high standard learning experience
- Lead the contact centre communications strategy with our Outsourced Service Providers (OSPs)
- Supporting the knowledge base expansion within our Knowledge Platform
- Facilitating and delivering training courses and programmes when required.
Qualifications
- Innovative, forward‑thinking and creative individual, passionate about helping people learn and grow
- Significant experience with effective learning and development methods
- Good knowledge of e‑learning tools and practices
- Strong collaborative and interpersonal skills; ability to build effective working relationships with internal and external parties
- Customer Service / Contact Centre Learning and Development best practice
- Able to work with a high degree of independence and exercise good judgment
- Experience of and ability to use technical learning resources to design and implement e2e projects/programmes
- Experienced in training delivery and design, ideally in an operational environment
- Experience of working with an outsource partner & delivering impactful training
- Experience of working within an L&D role at a managerial level
- Experience using AI‑enabled tools to support content creation, learning design, or knowledge management (with appropriate controls)
- Degree level educated
- Experience of working with HTML LMS platforms & content creation software e.g. Articulate Rise, Storyline, Vyond
- Certificate in L&D Practice (or working towards/have relevant professional qualification or equivalent relevant experience)
- Customer service/contact centre knowledge
- Experience of working with CRMs (such as Salesforce)
- Insurance Regulation (FCA etc.)
We work in a hybrid model: 3 days in the office, 2 days from home. All your information will be kept confidential according to EEO guidelines. SquareTrade is an Equal Opportunity Employer.
CS Learning & Development Lead in London employer: SquareTrade
SquareTrade is an exceptional employer that prioritises employee growth and development within a dynamic and innovative work culture. With a strong focus on customer excellence, the CS Learning & Development Lead will play a pivotal role in shaping training initiatives that empower our outsourced customer service teams. Our hybrid working model, combined with opportunities for continuous professional development and collaboration with industry leaders, makes SquareTrade a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land CS Learning & Development Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We can’t stress enough how valuable personal connections can be in landing that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. We recommend practising common interview questions and even doing mock interviews with friends. The more prepared you are, the more confident you'll feel!
✨Tip Number 3
Showcase your skills! Bring examples of your work or projects to the interview. We love seeing how you’ve applied your knowledge in real-world situations, especially in learning and development.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re always looking for passionate individuals who want to help us transform customer service.
We think you need these skills to ace CS Learning & Development Lead in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the CS Learning & Development Lead role. Highlight your relevant experience in L&D and customer service, and show us how you can contribute to our mission of transforming the insurance industry.
Showcase Your Creativity:We love innovative thinkers! Use your application to demonstrate your creative approach to learning and development. Share examples of how you've implemented effective training methods or used e-learning tools in past roles.
Be Data-Driven:Since we value data in measuring learning effectiveness, include any metrics or outcomes from your previous training initiatives. This will help us see how you can drive continuous improvement in our L&D roadmap.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at SquareTrade
✨Know Your L&D Stuff
Make sure you brush up on the latest learning and development methods. SquareTrade is looking for someone innovative and forward-thinking, so be ready to discuss how you've used effective training techniques in the past.
✨Show Your Customer Service Passion
Since this role is all about enhancing customer service, come prepared with examples of how you've improved customer experiences through training. Highlight any specific metrics or feedback that demonstrate your impact.
✨Familiarise Yourself with E-Learning Tools
Get to grips with e-learning tools like Articulate Rise or Storyline. Be ready to talk about how you've used these platforms to design engaging training content, as this will show you're up to speed with current practices.
✨Collaborate Like a Pro
SquareTrade values strong collaborative skills, so think of examples where you've built effective relationships with internal and external partners. Discuss how you’ve worked with outsourced service providers to deliver impactful training.
