Strategic Learning & Development Lead - Contact Centre

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

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