SMR Learning & Development Specialist
Location: Bescot, Walsall (Fully Office‑based)
Contract: Full-Time | Permanent | 40 Hours per week
Hours: Monday to Friday, working rotational shifts between 8am–6pm. (whilst weekend cover is not currently required, the flexibility to support potential future weekend cover is expected where needed)
Business Unit: Service Maintenance & Repair (SMR)
Salary: Up to £32,000 DOE
Are you passionate about developing people, shaping capability, and driving exceptional customer experiences? We’re looking for an energetic and skilled Learning & Development Specialist to support our SMR Contact Centre teams and help raise performance across the business.
What you’ll do
You’ll play a central role in designing, delivering and evaluating learning solutions that help colleagues thrive. Key responsibilities include:
1. Designing, delivering and evaluating engaging training programmes across SMR Contact Centre teams
2. Delivering Induction Training for all new colleagues
3. Completing QA assessments, providing constructive feedback and creating solutions to close knowledge gaps
4. Designing new learning interventions aligned to the SMR Business Plan, including process changes and campaign activity
5. Maintaining a comprehensive learning library
6. Promoting and supporting the adoption of knowledge management tools
7. Ensuring your own SMR product, service and industry knowledge remains up to date
8. Working closely with leaders and stakeholders to ensure a seamless learning experience
9. Creating ad‑hoc training solutions in response to business needs
10. Completing all associated administration and documentation accurately
11. Using data, complaints and feedback to identify opportunities for coaching and improvement
12. Acting as a role model for performance, behaviours and customer excellence
What you need to bring
We’re looking for someone who is confident, proactive and passionate about developing others. You’ll need:
13. Experience delivering or facilitating training, ideally in a contact centre environment
14. Experience designing and implementing training solutions
15. Strong coaching skills with the ability to give positive, constructive feedback
16. Excellent organisational skills and the ability to work to tight deadlines
17. Outstanding communication skills, written and verbal
18. Ability to influence and build strong stakeholder relationships
19. Resilience, patience and the ability to work in a fast‑paced environment
20. A track record of acting as a role model
21. Strong MS Office skills
22. CIPD/TAPs qualification (or working towards) – preferred
What you’re like
To thrive in this role, you’ll be someone who:
23. Has a positive, “can‑do” attitude
24. Understands how people learn and is passionate about helping others grow
25. Works well independently and as part of a team
26. Shows drive, initiative and a desire to make an impact
27. Demonstrates behaviours aligned to our RAC values: Handle it Together Exceptional Service Raise the Bar Own It
Why this role matters
As the face of SMR Learning & Development, you’ll shape the capability, confidence and performance of our people. Your work directly influences customer outcomes, colleague experience and the future success of the SMR business.