About us
Everyone knows Kwik Fit for our tyres, but these days we do a whole lot more. Servicing, fleet services, fast-fit – whatever comes our way, our teams have what it takes to get the job done properly. And whilst half of our MOT and service appointments are booked in advance, either online or over the phone, we are still ready to save the day for customers who need us at the drop of a hat. You could say we’ve learnt to expect the unexpected!
That’s what it’s all about for us – being there for customers in their hour of need and delivering friendly service of the highest quality when they need it most. It’s what makes our centres a valued part of their local communities.
And we’re just as dedicated to our staff. With Kwik Fit you’ll be given every opportunity to develop your skills using state-of-the-art equipment and working with some of the biggest brands out there.
Sounds good, doesn’t it? That’s why we say, ‘you can’t get better’.
The role
The overall purpose of this role is to support Kwik Fit in its wider purpose of keeping our customers safe on the road and providing peace of mind motoring.
To lead the design, delivery, and continuous improvement of training and development initiatives across the Customer Experience function. This role ensures that all colleagues are equipped with the knowledge, skills, and behaviours required to deliver exceptional customer service and contribute to the wider Value Creation strategy.
Reporting to the Head of Customer Contact the Training and Development Manager will work closely with operational leaders and subject matter experts to embed a culture of continuous learning, performance excellence, and employee engagement.
In addition, the Training & Development Manager will champion the Customer Experience ‘one team’ and ‘customer first’ culture, working collaboratively across the CX function and with key stakeholders to ensure the highest levels of service are being delivered to the business and our customers.
Location: Hybrid - Duart House & remote working, national travel when required.
Closing date: COB on Wednesday 1st July 2026
Key accountabilities
- Lead the Training & Development function within the CX function.
- Act as a champion of our HEART approach and A-Z culture, ensuring these principles are consistently embedded into all training content, coaching activity, and colleague development experiences.
- Design and implement a comprehensive training strategy aligned with business goals and the Value Creation framework.
- Oversee the delivery of onboarding, upskilling, and leadership development programs.
- Conduct training needs analysis to identify capability gaps and learning opportunities across teams.
- Collaborate with stakeholders to align training with performance data and customer feedback.
- Develop and maintain engaging, accessible learning content using a variety of formats (e-learning, workshops, coaching, etc.).
- Evaluate training effectiveness through feedback, assessments, and performance metrics.
- Support Value Creation initiatives by ensuring teams are equipped to adopt new systems, processes, and technologies.
- Champion a learning culture that supports career development, employee retention, and operational excellence.
- Ensure compliance with regulatory and internal training requirements.
Skills & experience
- Proven experience in training and development within a contact centre or customer service environment.
- Strong leadership and coaching skills.
- Excellent communication and facilitation abilities.
- Analytical mindset with the ability to use data to inform training strategies.
- Experience with Learning Management Systems (LMS) and digital learning tools.
- Strong stakeholder engagement and project management skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Passion for people development and continuous improvement.
- Creative and adaptable approach to learning design and delivery.
- Required Qualifications, Certificates or Licences
CIPD Level 5 (or working towards) or equivalent experience in L&D. (Desirable)
Other
- 34 days pro rata annual leave including bank holidays
- Exclusive discounts at major retailers, restaurants, holidays and much more
- Generous staff discounts for you and your family
- Award-winning training and development, with fantastic career prospects
- Wide range of wellbeing support for you and your family
Job Reference: KF23364
