Job Description Reporting to the Head of Change & Development, the CS Learning and Development Manager will play a key role in the Customer Operations Team. This is a fixed-term maternity cover role. You will 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. Your key focus will be to maintain our current induction & nesting phase initiatives, with focus on reducing speed to competency, and supporting the contact centre with the knowledge and training content needed to deliver customer excellence. You will also lead the landing of key contact centre communications to support our learning and change initiatives. As part of this, you’ll work as an expert to support the delivery and implementation of high standard learning, and oversee the planning, design, build and delivery of all content. You’ll also support the Head of Change & Development with our CS Knowledge Strategy. Job Responsibilities Central ownership for delivery of the L&D 2026 roadmap & beyond Provide regular reporting on our Continuous Professional Development (CPD) completion within CS and liaise with our CS Partner to identify any risks 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 2026 Knowledge Base Strategy Provide feedback on training delivery provided by our CS partner(s), driving & maintaining a high standard learning experience Lead the contact centre communications strategy with our Outsourced Service Providers (OSPs) Supporting the knowledge base expansion within our Knowledge Platform Facilitating and delivering training courses and programmes when required.