I am pleased to be partnering with a High Growth UK based Insurance business in London who are looking to recruit a L&D Manager for their brilliant HR team.
A wonderfully ambitious business in state of the art offices in London who also offer exceptional benefits and have seen YOY growth of over 20% in their market and are looking to carry on that growth by opening in up to 8 new territories over the next few years.
They are currently looking to recruit a L&D Manager to join them on a 12 month FTC to be the primary owner of the L&D roadmap for 2026 and beyond with overall responsibility for the delivery of our training initiatives for our outsourced customer service centres
A full time role paying up to £70K your duties will include
Central ownership for delivery of the L&D 2026 roadmap & beyond
Provide regular reporting on our Continuous Professional Development (CPD) completion within the customer Service teams
Liaise with their outsources customer service partner to identify any risks or improvements
Use data and feedback to measure learning and knowledge effectiveness (e.g., completion, quality outcomes, speed to competency) and identify continuous improvement opportunities.
Lead the creation of all new training and closely collaborate with Head of Change & Development on knowledge strategy
Provide feedback on training delivery provided by their customer service partner(s), driving & maintaining a high standard learning experience
Lead the contact center communications strategy with their outsourced Service Providers
Supporting the knowledge base expansion within our Knowledge Platform
Facilitating and delivering training courses and programs when required.
Skills required
Innovative, forward thinking and creative individual, passionate about helping people learn and grow
Significant experience with effective learning and development methods ideally with Customer Service teams and within a outsourced provider
Good knowledge of e-learning tools and practices
Strong collaborative and interpersonal skills; ability to build effective working relationships with internal and external parties
Customer Service / Contact Centre Learning and Development best practice
Able to work with a high degree of independence and exercise good judgment
Experience of and ability to use technical learning resources to design and implement
Training delivery and design, ideally in an operational environment
Experience of working within an L&D role at a managerial level
Experience using AI-enabled tools to support content creation, learning design, or knowledge management