Learning and Development Manager (Contact Centre)

Whitbread; Dunstable; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading hospitality company is looking for a passionate Learning and Development Manager to enhance their customer support teams. This role involves training strategy leadership, designing innovative learning solutions, and fostering a culture of continuous improvement. Ideal candidates will have contact centre training experience and a passion for people development.

Qualifications

• Proven experience designing and delivering training in an omni-channel contact centre environment.
• A strong understanding of booking journeys and how to align training to guest needs.
• Experience with process improvement and setting high quality standards.

Responsibilities

• Lead the training and quality strategy for Guest Support & Reservations.
• Design and implement innovative learning solutions that drive performance.
• Champion continuous improvement across training, onboarding, and career development.

Skills

Training Design

Leadership

People Development

Process Improvement

Job description

Learning and Development Manager (Contact Centre)

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Learning and Development Manager (Contact Centre)

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Direct message the job poster from Whitbread

Regional Resourcing Partner - Restaurants (South)

Job Title: Learning & Development Manager

Location: Chiswell Court, Dunstable

Ready to take your training expertise to the next level?

We’re on a mission to redefine what great guest support looks like – and we need an inspiring Learning & Development Manager to lead the charge. If you’ve got contact centre training experience and a passion for people development, this is your chance to shape the future of service at Whitbread.

Join us on an exciting journey as we transform our Guest Support teams in the UK and Egypt, elevating every guest interaction and embedding smarter ways of working.

This is your opportunity to play a pivotal role in shaping how we support millions of guests every year. If you're ready to lead, innovate and make a real impact – we want to hear from you!

What You’ll Be Doing:

• Lead the training and quality strategy for our Guest Support & Reservations omni-channel function, ensuring your team delivers engaging, effective learning at every level.
• Design and implement innovative learning solutions that drive performance and support our guest-first culture.
• Use data to uncover insights, shape smarter processes, and align quality checks with what really matters to our guests.
• Champion continuous improvement across training, onboarding, and career development, setting the blueprint for success.
• Develop materials to support new technology rollouts, working closely with our Quality & Development Leads to support their growth.

What We’re Looking For:

• Proven experience designing and delivering training in an omini-channel contact centre environment – you know what great looks like on the front line for our colleagues and through our digital channels
• A natural leader who thrives in a learning environment and inspires others to be their best.
• A passion for people development, quality, and improving customer journeys.
• A strong understanding of booking journeys and how to align training to guest needs.
• Experience with process improvement and setting high quality standards.

We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcomes your application whatever your background or situation.

Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQIA+ community (those who identify as lesbian, gay, bi, trans and non-binary or those who use a different LGBTQIA+ term), are strongly encouraged to build a career with us. Speak to us about workplace adjustments, part-time and flexible working. Where possible we will support this.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Human Resources

• Industries

  Hospitality

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