I am pleased to be partnering with a High Growth UK based Insurance business in London who are looking to recruit a L&D Manager for their brilliant HR team.
A wonderfully ambitious business in state of the art offices in London who also offer exceptional benefits and have seen YOY growth of over 20% in their market and are looking to carry on that growth by opening in up to 8 new territories over the next few years.
They are currently looking to recruit a L&D Manager to join them on a 12 month FTC to 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
A full time role paying up to £70K your duties will include
- Central ownership for delivery of the L&D 2026 roadmap & beyond
- Provide regular reporting on our Continuous Professional Development (CPD) completion within the customer Service teams
- Liaise with their outsources customer service partner to identify any risks or improvements
- 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 knowledge strategy
- Provide feedback on training delivery provided by their customer service partner(s), driving & maintaining a high standard learning experience
- Lead the contact center communications strategy with their outsourced Service Providers
- Supporting the knowledge base expansion within our Knowledge Platform
- Facilitating and delivering training courses and programs when required.
Skills required
- Innovative, forward thinking and creative individual, passionate about helping people learn and grow
- Significant experience with effective learning and development methods ideally with Customer Service teams and within a outsourced provider
- 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
- Training delivery and design, ideally in an operational environment
- 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
