Learning and Development Advisor

The Talent World; Rochdale; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Staff discount

Personal development opportunities

Job summary

JD Sports is seeking a Learning and Development Advisor to design and deliver innovative learning solutions across our omni-channel Customer Care team. You will work to ensure regulatory compliance (GDPR, PCI DSS), support data-driven improvements, and collaborate with stakeholders to align training with business objectives.

The role covers in-person and virtual sessions, LMS implementation, and multi-location training delivery, with travel as needed.

Qualifications

• Design and deliver innovative learning solutions across an omni-channel Customer Care environment.
• Ensure training complies with GDPR and PCI DSS requirements.
• Use data-driven insights to improve learning outcomes and ROI.

Responsibilities

• 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 reinforcement.
• Develop training manuals, guides, and e-learning modules.
• Update content based on policies and best practices.
• Create assessment tools to evaluate learning outcomes.
• Collaborate with IT and Operations to reflect system changes.
• Implement LMS for tracking and reporting.

Skills

Learning design

Stakeholder collaboration

Digital learning tools

Tools

Articulate

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

Customer Care

Location

Kingsway

Travel

Travel will be required as part of this role

Hours

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

Role Description

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

• 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 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 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

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.

Thank you for your time

#JD