Learning and Development Advisor

JDSPORTS; Rochdale; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Staff discount

Personal development opportunities

Job summary

JD Sports seeks a Learning and Development Advisor to design and deliver innovative training across a busy omni-channel Customer Care environment. You will create modules for new tools, run in-person and online sessions, and drive continuous improvement using LMS data and performance dashboards.

Key responsibilities include developing engaging content, coaching staff on communication and product knowledge, and ensuring compliance with GDPR and PCI DSS.

Qualifications

• Experience designing and delivering customer care training.
• Knowledge of LMS data and reporting.
• Familiarity with GDPR/PCI DSS compliance in training contexts.

Responsibilities

• Design and deliver learning solutions across omni-channel Customer Care.
• Develop system training modules for new tools and platforms.
• Lead in-person and virtual training sessions for staff.
• Create workshops, simulations, and microlearning content.
• Implement and manage LMS for tracking and reporting training.
• Collaborate with IT and Operations to reflect system updates.
• Assess trainee progress and report on training ROI.

Skills

Training delivery

LMS familiarity

Instructional design

E-learning tools

Coaching

Cross-cultural collaboration

Tools

Articulate 360

Adobe Captivate

LMS platforms

Job description

JD Sports- Head Office, 0001 Warehouse, ROCHDALE, Rochdale, United Kingdom

Job Description

Posted Wednesday 5 August 2026 at 00:00

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 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:

Customer Care

Location:

Kingsway

Hours:

40 Per week-may include occasional early/ late shifts and weekend cover

Travel:

Travel will be required as part of this role

Role Description

Role purpose and scope:

To design and deliver innovative learning solutions across an omni-channel Customer Care environment, including system-based modules, interactive workshops, and digital learning tools. The role ensures compliance with regulatory standards (GDPR, PCI DSS) and supports continuous improvement through data-driven insights. This includes collaborating with stakeholders to align training with business objectives and fostering a culture of continuous learning and best practice sharing.

Responsibilities

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
• 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 improvements
• Use 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 w ork effectively across different cultures and time zones
• Adapt to different working styles and business practices
• Create standardi s ed 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
• Provide support to Customer Care on calls and emails during busy periods or upon request
• Any other ad hoc tasks requested by Management

.

We know our colleagues work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits including staff Discount On JD Group and other brands within the organisation and personal development opportunities to learn and develop at work.

JD Sports- Head Office, 0001 Warehouse, ROCHDALE, Rochdale, United Kingdom