Learning & Development Specialist (Content Integrity)

At Trustpilot, we are on an incredible journey. We are a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world’s largest independent consumer review platform, and while we’ve come a long way, there’s still so much exciting work to do. Come join us at the heart of trust!

Content Integrity (CI) aspires to provide best-in-class customer service while maintaining and protecting the integrity of Trustpilot’s guidelines and brand, striving towards our mission of becoming a universal symbol of trust. Our mission is to cultivate trust between Trustpilot and our users by upholding our guidelines, ensuring effective collaboration, and driving internal process improvement.

As a Learning & Development (L&D) Specialist within our Trust & Safety (T&S) department, your priority is to provide our internal specialists and partner agents with the resources, tools, and experiences they need to excel in their roles. Your role will involve structuring knowledge and learning management systems, building internal documentation, delivering training, and surfacing continuous improvement opportunities. This role is crucial for enabling teams working on moderating content across Trustpilot to take ownership of their interactions with business customers and consumers. You will play a significant part in ensuring Trustpilot remains the go-to review site by ensuring that content can be trusted.

What You’ll Be Doing

• Develop tailored training programs, resources, and workshops to empower various T&S teams in handling business customers and consumer interactions with professionalism and adherence to Content Integrity standards.
• Collaborate closely with Escalations, Vendor Management, and Quality teams to ensure the internal and outsourced teams meet target KPIs and ongoing training needs are addressed regularly.
• Partner with key stakeholders across the Trust & Safety department to identify skill gaps, align training efforts with organizational goals, and drive a culture of continuous improvement.
• Monitor and measure the effectiveness of training programs through performance metrics, feedback sessions, and quality assessments, refining programs as needed.
• Stay informed about trends in trust and content integrity, ensuring training materials evolve to meet emerging requirements and uphold Trustpilot’s mission.
• Improve standard operating procedures and content policies for both internal and outsourced teams.

Who You Are

• Experience in Learning & Development, preferably within Trust & Safety or customer service-focused environments for an online platform.
• Hands-on experience with Learning Management Systems (LMS) and authoring tools (e.g. Articulate).
• Successful track record of launching L&D initiatives across diverse groups of learners, including remote or outsourced teams.
• Great stakeholder management skills to engage across multiple departments.
• A data-driven approach to evaluate training effectiveness, and the ability to leverage insights to drive improvements.
• Able to look at existing processes critically and identify ongoing improvement opportunities.

What’s In It For You

• A range of flexible working options to dedicate time to what matters to you.
• Competitive compensation package + bonus.
• 25 days holiday per year, increasing to 28 days after 2 years of employment.
• Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community.
• Rich learning and development opportunities are supported through the Trustpilot Academy and Blinkist.
• Pension and life insurance.
• Health cash plan, online GP, 24/7, Employee Assistance Plan.
• Full access to Headspace, a popular mindfulness app to promote positive mental health.
• Paid parental leave.
• Season ticket loan and a cycle-to-work scheme.
• Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for.
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials.
• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more.
• Independent financial advice and free standard professional mortgage broker advice.
• Talent acceleration programs: Fast-track your career with our tailored development programs designed to support growth at whatever stage of your career.

Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.