Job Description
About The Role
We’re looking for a passionate and people-focused Learning and Development Specialist to elevate the way we support customers through their installation journey. This role is all about developing our people — coaching behaviours, building confidence, improving communication, and strengthening the customer experience at the moments that matter most. You’ll help reduce complaints, prevent repeat errors and raise the standard of service across the Customer Installation Centre.
If you love helping people grow, thrive in a fast-paced environment and can spot opportunities for improvement a mile off, this is the perfect role for you.
Key Responsibilities
You will take ownership of improving the service we deliver during kitchen and bedroom installations by:
* Delivering installations-specific coaching and training
* Creating real-life scenario-based training from reviews and complaints
* Developing empathy, communication and ownership behaviours across the team
* Leading quality assurance checks for calls, emails and case management processes
* Producing monthly trend and behaviour reports
* Reducing repeat service errors through targeted coaching
* Building a suite of installation service coaching materials
* Working collaboratively across Active Installations, Aftercare and Booking teams
What Success Looks Like (KPIs)
* Reduction in repeat errors and customer complaints
* Reduction in negative public reviews
* Improved empathy, communication and QA scoring
* Faster onboarding and advisor competency
* Monthly trend reporting delivered reliably
* Stronger, more confident customer conversations
Closing date for applications is 19th December 2025
About You
Qualifications (Desirable, not essential)
* CIPD Level 3 or 5 in Learning & Development
and/or
* ILM Level 3 or 5 in Coaching & Mentoring
Experience
(or equivalent coaching/training qualifications)
* Strong experience coaching individuals in a customer service environment
* Confident delivering training to groups and individuals
* Skilled at developing communication, empathy and service behaviours
* Able to analyse complaints or customer feedback and turn insight into action
* Excellent written and verbal communication skills
* Comfortable working across multiple departments and building strong relationships
About The Company
Wren Kitchens is the largest kitchen and bedroom retailer in the UK, with £1billion + turnover, more than 100 UK showrooms and an exciting expansion into the USA. We don’t just sell kitchens and bedrooms - we manufacture, deliver and install them too. Making dreams come to reality!
If you can match our passion to grow our business and exceed customer expectations by delivering world-class service, you’ll be rewarded by a company that recognises talent with exceptional earning potential and company-wide opportunities to progress.