Your Mission

As our Learning and Development Specialist, you'll make sure everyone in our Customer Operations team has the product knowledge and customer skills to give Linnworks customers a great experience.

Linnworks is an e-commerce operations platform used by thousands of online retailers. Our COps teams are often the first people customers speak to, so their confidence and accuracy directly shape retention and adoption.

This is an 18-month maternity cover in a small, hands-on Education & Enablement team. You'll start by running our internal training programme: coordinating experts from across the business, facilitating virtual sessions, and running our monthly call quality checks. As your product knowledge grows, you'll take on delivering training yourself across every topic, not just onboarding.

You'll need to hit the ground running. We have a major product launch on 1 April 2027, with weekly COps enablement sessions starting on 1 December 2026. The plan for those sessions will already be in place: you'll pick it up and facilitate from day one, with our other training programmes running alongside it.

This role is open to candidates currently residing in the United Kingdom who have the legal right to work in the U.K. We are unable to offer visa sponsorship for this position, either now or in the future.

Running the COps training programme

Take over facilitation of our weekly product launch enablement sessions, following the established plan
Own and manage a regular programme of virtual training sessions for the COps org
Coordinate subject matter experts from across the business to deliver sessions: brief them, help shape content and keep training consistent
Host and facilitate sessions so they run smoothly, stay engaging and land the key messages
Build knowledge checks and certification into the programme, so we can evidence that COps members are confident and launch-ready, using AI to help create and analyse assessments
Keep the training calendar, materials and attendance records up to date
Use AI to build training decks, session materials, job aids and reports quickly, and to cut down admin; help COps colleagues build their own AI skills

Training needs analysis

Work with COps team leads and other departments (Support, CS, Onboarding) to identify knowledge and skills gaps
Use AI to analyse call quality scores, assessment results, tickets and feedback, so gaps are spotted faster and backed by data
Turn those gaps into a prioritised departmental training plan, agreed with leaders
Measure the impact of training with AI-assisted analysis, linking sessions to changes in quality scores and assessment results, and report on progress

Capability frameworks

Run our COps capability frameworks, launching in Q2 2027
Assess each team's product knowledge against the frameworks
Use AI to analyse assessment results at scale, spotting patterns by team, role and topic
Use the results to plan targeted upskilling with team leads, and track progress over time

New starter training

Coordinate and facilitate product training for new COps starters as part of their induction
Check new starters' understanding and confidence before they go live with customers

Growing into delivery

Build your product knowledge by shadowing experts and learning from the sessions you facilitate
Progressively take on delivering training yourself, across product, process and customer skills, not just onboarding
Keep content current as the product and processes change, including ahead of new releases

Monthly call quality checks

Run monthly quality assessments of customer calls against our scoring rubric
Share clear, constructive feedback with individuals and team leads
Use AI to spot recurring themes across calls and feed them back into the training plan

What You'll Bring To The Role

Essential

Confident facilitator, comfortable running engaging virtual sessions for groups of all sizes
Excellent collaboration with subject matter experts: you build strong relationships across the business, get busy experts to commit to sessions, and help them turn what they know into clear, engaging training
Proven experience coaching individuals to improve their performance, ideally customer-facing agents
Experience assessing call or ticket quality and giving constructive, specific feedback
Curious and quick to learn a complex SaaS product, with the ambition to grow from facilitating training to delivering it
Strong AI literacy: you use AI tools (e.g. Claude, ChatGPT, Copilot) day to day to analyse data, measure impact, and build training decks and materials, with good judgement about accuracy and data privacy
Strong stakeholder skills: you can work with team leads to agree priorities and push back when needed
Exceptionally well organised: you plan ahead, keep meticulous records, and run a recurring training calendar, new starter inductions and monthly quality checks alongside ad hoc requests without anything slipping

Desirable

Experience designing and delivering training to adult learners, ideally in a customer support, success or contact-centre setting
Knowledge of e-commerce, multichannel retail, inventory or order management
Experience with an LMS (we use Absorb) and building e-learning or job aids
Familiarity with call recording or quality assessment platforms

Why us?

Perks & Benefits

Remote & flexible working – with hybrid options in London or Chichester
Fantastic team culture based on trust and belonging.
Laptop & home office budget – £500 to set up your ideal workspace.
Private Medical Insurance with Aviva, including Dental & Optical.
Group Life Insurance & Yulife Wellbeing & Rewards.
Mental well-being support – Access therapy, mental health sessions, and yoga through a free premium subscription to Headspace.
EAP confidential benefit – 24/7 access to compassionate guidance & expert advice
25 days holiday + bank holidays
Training, support, and personal development

About us

As the global leader in the eCommerce automation sector, Linnworks has one mission: Giving our clients back their time to grow and lead their brands. Companies wanting to sell their products via marketplaces like Amazon, eBay, Facebook, etc need a platform to automate and monitor retail, inventory and shipping processes and performance. We have teams across North America and Europe, and we are backed by Marlin Equity Partners, a leading growth equity firm headquartered out of California. Linnworks not only has the market-leading product for e-commerce automation but also attracts the best people in the industry. Highly skilled, passionate, and collaborative with a winning and customer-centric attitude - we pride ourselves on our people.

Life at Linnworks:

Linnworks is proud to be an Equal Opportunity Employer (EoE). We believe that diversity of experience, perspectives, and background leads to a better environment for our employees and better service for our customers. We value the training and development of our employees deeply. We are committed to continuous investment in their personal growth, providing clear paths for career progression, and equipping them with the tools and training required to become experts in their profession.

Linnworks

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