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At JD, we don’t just sell sneakers and outdoor gear, we set trends, break boundaries, and build communities. Whether you're on the shop floor, behind the scenes, or driving innovation, every role here plays a part in shaping the future of our industry.
We’re fast-paced, fearless, and unapologetically ambitious. We celebrate authenticity, thrive on collaboration, and never stop pushing forward, if you’re ready to bring your energy, ideas, and personality to a team that values them.
This is your moment. This is JD. Are you in?
Learning and Development Advisor
Responsible to: Executive Contact Operations Manager
Department: Customer Care
Location: Kingsway
Hours: 40 Per week–may include occasional early/late shifts and weekend cover Travel will be required as part of this role
Travel:
Role Description
Role purpose and scope:
To design and deliver innovative learning solutions across an omni-channel Customer Care environment, including system-based modules, interactive workshops, and digital learning tools. The role ensures compliance with regulatory standards (GDPR, PCI DSS) and supports continuous improvement through data-driven insights. This includes collaborating with stakeholders to align training with business objectives and fostering a culture of continuous learning and best practice sharing.
Responsibilities
Training Development & Delivery
Design and develop Customer Care training programs and materials
Develop system training modules for new tools and platforms
Conduct training sessions for new and existing staff
Create interactive workshops, role-playing scenarios, and simulations
Deliver both in-person and virtual training sessions
Integrate microlearning and video-based content for quick skill reinforcement
Curriculum & Content Management
Develop training manuals, guides, and e-learning modules
Update training content based on company policies and industry best practices
Create assessment tools and quizzes to evaluate learning outcomes
Maintain training documentation and resources
Collaborate with IT and Operations to ensure training content reflects system updates and process changes
Implement Learning Management System (LMS) for tracking and reporting
Skills Development
Train staff on communication skills, active listening, and empathy
Teach conflict resolution and de-escalation techniques
Provide product knowledge training
Coach employees on using Customer Care software and tools
Coach on omni-channel communication strategies (voice, email, chat, social)
Embed digital literacy and system navigation skills
Performance Monitoring
Assess trainee progress and provide feedback
Monitor customer service metrics and identify training needs
Conduct follow-up sessions and refresher training
Evaluate training effectiveness and make improvements
Use analytics from LMS and performance dashboards to identify skill gaps
Report ROI of training initiatives to leadership
Quality Assurance
Ensure training aligns with company standards and values
Monitor call quality and provide coaching recommendations
Support staff with ongoing development strategies
Maintain compliance with industry regulations (GDPR, PCI DSS)
Outsource Partner Support
Train Outsourced Customer Care Teams on company standards, processes, and brand values
Ensure Outsource Partners maintain the same service quality as in-house
Conduct periodic assessments of Outsourced operations and training effectiveness
Share product updates, policy changes, and new procedures with partner teams
Travel to Outsource partner locations to conduct face-to-face training
Develop scalable training frameworks for global partners
Create cultural sensitivity modules for cross-border teams
Additional Skills Needed
Ability to work effectively across different cultures and time zones
Adapt to different working styles and business practices
Create standardised processes that work across multiple locations
Strong knowledge of instructional design principles and adult learning theory
Experience with e-learning authoring tools (Articulate, Captivate) and LMS platforms
Ability to analyse training impact using data and KPIs
Project management skills for coordinating multi-location rollouts
Provide support to Customer Care on calls and emails during busy periods or upon request
Any other ad hoc tasks requested by Management
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We know our colleagues work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits including staff Discount On JD Group and other brands within the organisation and personal development opportunities to learn and develop at work.
Thank you for your time
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