Learning and Development Advisor

JD SPORTS FASHION; Middleton; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Staff discount

Personal development opportunities

Job summary

JD Sports Fashion is seeking a Learning and Development Advisor to design, deliver, and manage training for Customer Care across multiple locations. You will develop curricula, run sessions, and implement scalable LMS frameworks to drive performance and compliance.

The role requires experience in instructional design, e-learning tools, and the ability to work across cultures and time zones. Travel involvement is expected, with a focus on improving training outcomes and ROI.

Qualifications

• Design and deliver customer care training programs and materials.
• Develop system training modules for new tools and platforms.
• Conduct training sessions for staff, in-person and virtual.
• Create interactive workshops, role-plays, and simulations.
• Implement LMS for tracking and reporting.

Responsibilities

• Design and deliver training programs for Customer Care.
• Develop content for new tools and platforms.
• Conduct sessions for new and existing staff.
• Create workshops, role-plays, and simulations.
• Deliver on-site and virtual training sessions.
• Embed microlearning and video content.
• Maintain training documentation and resources.
• Collaborate with IT and Operations to reflect system updates.
• Ensure training content aligns with GDPR, PCI DSS.
• Train outsourced teams and travel to partner locations.

Skills

Training design

LMS

E-learning

Curriculum development

Facilitation

Analytics

Multi-location rollout

Digital literacy

Education

Experience in Training & Development roles

Tools

Articulate 360

Captivate

LMS platforms

Job description

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: Location Kingsway Hours 40 Per week - may include occasional early/late shifts and weekend cover Travel will be required as part of this role. Role Description Training Development & Delivery

Training Development & Delivery

• 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 improvementsUse 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

Benefits

• staff Discount On JD Group and other brands within the organisation
• personal development opportunities to learn and develop at work

#JD

• 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

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?