Learning and Development Manager

Specsavers; Nottingham; On-site; GBP 60,000 - 85,000; Full time

Job summary

Specsavers is seeking a Contact Centre Learning & Development Manager to shape the learning strategy for our Contact Centre and ensure staff have the knowledge and confidence to deliver exceptional customer care. You will lead the L&D offer, shape induction, create engaging digital and live trainings, and oversee quality monitoring with measurable impact.

You will partner with senior stakeholders, lead a team, manage projects through to delivery, and adapt in a changing environment while

Qualifications

• Experience leading learning and development within a contact centre.
• Ability to develop and implement an effective L&D strategy.
• Strong presenter and facilitator with ability to influence senior stakeholders.

Responsibilities

• Lead the Contact Centre learning and development offer.
• Shape induction and create engaging digital and face-to-face learning.
• Oversee quality monitoring and measure the impact of development activity.
• Communicate learning initiatives across the Contact Centre and contribute to leadership decision-making.

Skills

L&D leadership

Contact centre experience

Stakeholder management

Training design

Education

Teaching or training qualification

Job description

At Specsavers, learning and development plays a vital role in helping our people deliver the brilliant care our customers expect. As our Contact Centre Learning & Development Manager, you’ll have the opportunity to shape the learning strategy for our Contact Centre, making sure colleagues have the knowledge, confidence and support they need to succeed. You’ll help create a consistent customer experience while keeping teams engaged, informed and connected to our purpose of changing lives through better sight and hearing.

You’ll lead the Contact Centre learning and development offer, working closely with senior stakeholders and subject matter experts to turn business needs into learning that makes a real difference. From shaping induction and creating engaging digital and face-to-face learning, to overseeing quality monitoring and measuring the impact of development activity, you’ll make sure learning delivers the right outcomes. You’ll also lead communications across the Contact Centre and champion learning and development as part of the leadership team.

You’ll bring strong experience of leading learning and development within a contact centre environment, along with the ability to develop and deliver an effective L&D strategy. You’ll understand training needs, quality management and learning metrics, and know how to design engaging learning experiences with clear outcomes. An accomplished presenter and facilitator, you’ll be confident influencing senior stakeholders, leading a team and managing projects through to delivery. You’ll also be adaptable, collaborative and comfortable making sound decisions in a changing environment, with a recognised teaching or training qualification.

You’ll be joining a team that’s passionate about helping colleagues be at their best and delivering great care for customers. At Specsavers, our culture is built around caring for one another, doing the right thing and delivering on our promises, with collaboration, curiosity, courage and compassion shaping how we work. If you’re ready to bring your L&D expertise to a role where you can influence strategy, develop people and make a meaningful difference to the customer experience, we’d love to hear from you.

This advert closes on 30th October 2026 however, we may close the advert sooner if we get inundated with high-quality applications.