At a Glance
- Tasks: Design and deliver innovative training solutions for Customer Care teams.
- Company: Join JD Sports, a trendsetting brand that values authenticity and collaboration.
- Benefits: Enjoy staff discounts, personal development opportunities, and a dynamic work environment.
- Other info: Fast-paced role with opportunities for growth and travel.
- Why this job: Make a real impact by shaping the future of customer service training.
- Qualifications: Experience in instructional design and strong communication skills required.
The predicted salary is between 40500 - 49500 £ per year.
This is JD.
Born in 1981.
Built for Now.
At JD, we don’t just sell sneakers and outdoor gear, we set trends, break boundaries, and build communities.
Whether you're on the shop floor, behind the scenes, or driving innovation, every role here plays a part in shaping the future of our industry.
We’re fast-paced, fearless, and unapologetically ambitious.
We celebrate authenticity, thrive on collaboration, and never stop pushing forward, if you’re ready to bring your energy, ideas, and personality to a team that values them.
This is your moment.
This is JD.
Are you in?
- Learning and Development Advisor
- Responsible To
- Executive Contact Operations Manager
- Department
- Customer Care
- Location
- Kingsway
- Travel
- Travel will be required as part of this role
- Hours
- 40 Per week–may include occasional early/late shifts and weekend cover
- Role Description
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.
This includes collaborating with stakeholders to align training with business objectives and fostering a culture of continuous learning and best practice sharing.
Responsibilities
- 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
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.
- Thank you for your time
- #JD
- #J-18808-Ljbffr
Learning and Development Advisor in Rochdale employer: The Talent World
The Talent World is an excellent employer, offering a dynamic work environment in Fareham where you can thrive as an HR Administrator. With a strong focus on employee growth and development, we provide comprehensive training and support, fostering a collaborative culture that values your contributions. Join us to be part of a team that prioritises innovation and efficiency while ensuring a rewarding career path in HR.
StudySmarter Expert Advice🤫
We think this is how you could land Learning and Development Advisor in Rochdale
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We think you need these skills to ace Learning and Development Advisor in Rochdale
Some tips for your application 🫡
Show Off Your Passion for Learning:When applying for a role in digital learning and education at The Talent World, make sure to sprinkle your application with examples of your enthusiasm for teaching and learning technologies. Share specific experiences where you've used, designed, or implemented digital learning solutions, as this shows us that you truly get the field.
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How to prepare for a job interview at The Talent World
✨Get Hands-On with Learning Technologies
Familiarise yourself with common digital learning tools and platforms, like LMS systems or authoring tools that The Talent World might use. Understanding these will give you an edge and show you’re ready to jump in from day one!
✨Showcase Your Creativity in Lesson Design
Prepare a portfolio of your past projects if you have them, or create sample lesson plans or digital content demos. Being able to discuss your creative approach to engaging students can really set you apart in a full-time role at The Talent World.
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Expect to be asked about your experience working collaboratively with educators or other stakeholders. Consider discussing how you've contributed to a team effort in creating engaging educational content or improving student outcomes.
