Learning & Development Manager (Contact Centre)

Whitbread Group; Dunstable; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the hospitality sector seeks a Learning & Development Manager to transform guest support teams in the UK and Egypt. The ideal candidate will lead training initiatives, innovate learning solutions, and improve customer journeys through effective training strategies.

Qualifications

• Proven experience in an omni-channel contact centre environment.
• Natural leader thriving in a learning environment.
• Strong understanding of aligning training to guest needs.

Responsibilities

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

Skills

Leadership

People Development

Process Improvement

Quality Standards

Training Delivery

Customer Journey Improvement

Job description

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.