Learning and development specialist - customer service centre

The opportunity Are you passionate about creating impactful learning experiences? Join our dynamic Learning & Development team at the British Heart Foundation, where you will play a crucial role in providing exceptional and impactful training within our Customer Service and Customer Operations teams. This hands-on role involves designing and delivering engaging training programmes that foster a culture of continuous learning. As a Learning & Development Specialist, you will work with the wider Talent & OD team and Customer Service Centre (CSC) stakeholders on the complete training cycle for colleagues within our CSC. This will include identifying training needs, delivering training and evaluating the effectiveness. You’ll ensure that our training programmes align with the British Heart Foundation's priorities and deliver tangible results. Key responsibilities include: Collaborating with stakeholders to identify training needs and develop tailored learning solutions. Designing and delivering engaging virtual and face-to-face training programmes. Facilitating memorable training sessions that inspire and motivate our team members. Supporting the onboarding and induction process for new colleagues joining the CSC. Continuously evaluating and enhancing training programmes to ensure they meet the highest standards and BHF values. Influence and encourage colleagues to take ownership of their learning through formal, informal and self-directed learning interventions. Want to see what makes this team so special? Watch our video to hear directly from our CSC colleagues and discover why this is such a rewarding place to grow your career. Customer Service Centre video link. About you We are looking for a skilled trainer with previous experience in designing and delivering training in a customer-centric environment. With knowledge of adult learning theories and digital content creation, you’ll have a passion for creating and leading innovative and engaging training. You’ll have previous experience providing training on management, communication, professional skills and development and diversity, equality and inclusion. To succeed in this role, you will have: Excellent communication and interpersonal skills. Proficiency in MS Office, especially PowerPoint, Word, Excel, and Teams. A training qualification, or equivalent relevant experience Experience training within a customer centric organisation Psychometrics experience e.g. DISC/Myers Briggs/Insights would be desirable but not essential Strong project management skills Highly efficient and well organised with the ability to adapt and innovate in a fast-paced setting. Working arrangements This is a hybrid role, where your work will be split between your home and our Birmingham office. Please note during key periods of training, you will be expected to deliver training from our Birmingham office up to five days a week. There will also be occasional travel to other BHF offices as required. About us We value and respect every individual’s unique contribution, celebrate diversity, and make inclusion part of what we do every day. Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed. Interview process In person interviews are due to take place on Thursday 25th September in our Birmingham office. The interview will consist of delivering a training session (details will be confirmed with successful candidates ahead of interview) and a Q&A. It will last approximately 1.5 hours. How to apply It’s quick and easy to apply for a role at the BHF. Just click on the apply button below. All you’ll need is an up-to-date CV and a supporting statement, outlining your interest in the role and how you meet the role’s criteria. As part of our commitment to be an inclusive employer and ensure fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey. Should you need any adjustments to the recruitment process, at either application or interview, please contact us. Please note that we are unlikely to be able to sponsor applicants in respect of this role due to the role not meeting the minimum salary criteria to be eligible for sponsorship. Additional Information Post Justification Job Description Download