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Basic Salary: £27,500.00 per annum, paid monthly

Benefits: Employee recognition platform, progression opportunities, and an award-winning culture!

Working Hours: Monday to Friday, 09:00 to 17:30

Contract Type: Permanent, full-time (37.5 hours per week)

Location: Remote, UK-based only

Start Date: ASAP

Are you passionate about developing people and ready to take the next step to grow your career? Foundever® is looking for a Learning Specialist to join our team, working on behalf of our Client, Claris!

Please note that we are unfortunately not able to offer sponsorship for this role.

What will I be doing?

As a Learning Specialist with Foundever® and Claris, our people are your customers. This is a broad and varied role spanning three core pillars: training delivery, quality assurance, and IT/systems support for the Claris campaign.

You will play a pivotal part in delivering and planning great learning experiences, while also owning quality monitoring across calls, emails, and case management to drive continuous improvement. You will additionally support the campaign operationally by overseeing system access and setup for new agents joining the team.

We advocate a people-first approach throughout our business with customer experience as our area of expertise. You will deliver soft and product skills specific to the client requirements, ensuring that the importance of the customer experience is at the core of your sessions.

You will bring empathy, patience, and strategic vision to effectively deliver in a fast-paced and changeable environment. It is essential you have passion for people and customer experience in order to create an environment for success. You will be a key team member responsible for attending important operational meetings to plan, organise resources and maintain the training schedule.

Primary responsibilities:

Deliver soft skill and product training in a virtual environment to newly recruited Foundever® employees for the Claris campaign, as defined by Foundever® and Claris, towards internal certification.
Develop and implement training programs for contact centre associates.
Monitor and evaluate quality across calls, emails, and case management, providing structured feedback and identifying trends to drive performance improvement.
Oversee system access management and technical onboarding setup for new agents joining the campaign, acting as a first point of contact for IT-related support queries.
Conduct complex training classes.
Provide coaching and feedback to trainees as part of their classroom learning experience.
Work with internal Foundever® stakeholders and our Client, Claris, to ensure process updates are reflected in training.
Develop evaluation and validation instruments to collect and interpret data, assessing organisation needs and training program effectiveness.

Further responsibilities:

Identify gaps in existing training material and structure and proactively update, maintain and offer solutions.
Assist the Team Manager and other stakeholders to identify learning gaps and identify learning solutions.
Create standalone training modules for new or existing team members, as and when required.
Provide support in the development of training material when needed and appropriate.
Provide gradbay support to new hires when not conflicting with delivery commitments.

What skills and experience will I need to succeed?

You could be a great fit for this role if you have:

Excellent communication skills (verbal and written) in English, with an ability to adapt your tone and style to communicate with stakeholders at all levels.
Previous experience designing and delivering training sessions, coaching others, or any prior learning and development experience is highly advantageous.
Good numeric and verbal reasoning skills and excellent presentation skills.
Effective problem-solving skills and excellent analytical and judgment skills.
Ability to demonstrate strong interpersonal skills necessary for client contact.

Who is Foundever®?

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Why join Foundever®?

At Foundever®, you’ll find our contact centre jobs surprising. We believe in memorable experiences for all of our associates, whether you’re just starting out or bring years of expertise and are looking for a fresh challenge – we’re committed to ensuring you thrive every step of the way to create your best moments.

If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where we operate, and enjoy a balanced work-life pattern with a competitive salary, then we want to hear from YOU!

Plus, for those aspiring to build a career in customer experience, you'll be intrigued to discover that Foundever® is a place where 84% of people grow.

How to apply:

Empowering people to be their best is at the heart of what we do. If that resonates with you, we’d love to hear from you! Please click the ‘Apply now’ button on this advert and we’ll be in touch…

If your application is shortlisted, you can look forward to experiencing the following journey with us:

Interview and Presentation: Attend a competency-based interview and deliver a presentation to our Hiring Team via video call.

Apply Now! We look forward to reviewing your application.

Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever® a truly inclusive place to work. We recognize and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. You can reach us at Recruitment.Kingston@foundever.com. Please note this email address may not be used to submit applications, and applications will only be considered if they are submitted via the 'Apply now' button on this advert. Any applications sent to this email address will not be considered.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever® and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as it permitted by UK legislation and then destroyed.

Foundever®

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