At a Glance
- Tasks: Lead the development of training initiatives for customer service teams and enhance learning experiences.
- Company: Join SquareTrade, a fast-growing leader in device protection with a customer-first approach.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team dedicated to changing the insurance industry for the better.
- Why this job: Make a real impact by transforming customer service training and empowering teams to excel.
- Qualifications: Experience in learning and development, strong collaboration skills, and a passion for helping others grow.
The predicted salary is between 50000 - 60000 € per year.
Company Description
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. We have been first to market with a number of key innovations, including fully-digital claims, choice of resolution option, next day exchange and same-day services via local and on-site repair. Our European ambition continues to grow as we step into new sectors including B2B, CE insurance and trade in products.
Job Description
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
Job Requirements
- 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)
Essential:
- 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.)
Desirable:
- Experience of working with CRMs (such as Salesforce)
- Insurance Regulation (FCA etc.)
Additional Information
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.
The Team: http://www.squaretrade.com/leadership
SquareTrade is an Equal Opportunity Employer.
Manager, CS Learning & Development (FTC) 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 company offers a hybrid working model that promotes work-life balance, alongside opportunities to lead impactful training initiatives in a rapidly expanding sector. Employees benefit from a collaborative environment where creativity and forward-thinking are encouraged, making it a rewarding place to build a career in Learning and Development.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, CS Learning & Development (FTC) in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect 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 values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your answers. Focus on showcasing your skills and experiences that relate directly to the role of Manager, CS Learning & Development.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can leave a lasting impression and keep you top of mind. Plus, it shows your enthusiasm for the position and the company.
We think you need these skills to ace Manager, CS Learning & Development (FTC) in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the role. Highlight your experience in learning and development, especially in customer service settings, to show us you’re the perfect fit for our team.
Showcase Your Passion:We love candidates who are genuinely excited about helping others learn and grow. Share examples of how you've made a difference in previous roles, particularly in training or development initiatives.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and structure your thoughts logically. We appreciate a well-organised application that’s easy to read!
Apply Through Our Website:Don’t forget to submit your application through our 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 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 trends in learning and development. SquareTrade is looking for someone innovative and forward-thinking, so be ready to discuss effective training methods and how you've implemented them in the past.
✨Showcase Your Collaboration Skills
This role requires strong interpersonal skills, so think of examples where you've built effective working relationships. Be prepared to share how you've collaborated with internal teams or external partners to deliver impactful training.
✨Data-Driven Mindset
SquareTrade values continuous improvement, so come armed with examples of how you've used data and feedback to measure learning effectiveness. Discuss specific metrics you've tracked and how they informed your training strategies.
✨Familiarity with Tech Tools
Since the role involves using e-learning tools and content creation software, make sure you highlight your experience with platforms like Articulate Rise or Storyline. If you've worked with AI-enabled tools, definitely mention that too!
