Learning and Development Advisor

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors and Gyms with our colleagues working in stores across several retail fascias in many markets around the world.

JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally.

We want to be the leading global omnichannel retailer in the sports and outdoor industry. To be a part of this successful company and help us to achieve this you will have the desire to ingrain our strategic goals of being a people-led, innovative and customer-focused organisation which provides operational excellence whilst identifying new areas of growth as part of our day to day objectives.

Learning and Development Advisor

Responsible to: Executive Contact Operations Manager

Department: Customer Care

Location: Kingsway

Hours: 40 Per week–may include occasional early/late shifts and weekend cover Travel will be required as part of this role

Travel

Role Description

Role purpose and scope

To design and deliver innovative learning solutions across an omni-channel Customer Care environment, including system-based modules, interactive workshops, and digital learning tools. The role ensures compliance with regulatory standards (GDPR, PCI DSS) and supports continuous improvement through data-driven insights. This includes collaborating with stakeholders to align training with business objectives and fostering a culture of continuous learning and best practice sharing.

Responsibilities

Training Development & Delivery

• Design and develop Customer Care training programs and materials
• Develop system training modules for new tools and platforms
• Conduct training sessions for new and existing staff
• Create interactive workshops, role-playing scenarios, and simulations
• Deliver both in-person and virtual training sessions
• Integrate microlearning and video-based content for quick skill reinforcement

Curriculum & Content Management

• Develop training manuals, guides, and e-learning modules
• Update training content based on company policies and industry best practices
• Create assessment tools and quizzes to evaluate learning outcomes
• Maintain training documentation and resources
• Collaborate with IT and Operations to ensure training content reflects system updates and process changes
• Implement Learning Management System (LMS) for tracking and reporting

Skills Development

• Train staff on communication skills, active listening, and empathy
• Teach conflict resolution and de-escalation techniques
• Provide product knowledge training
• Coach employees on using Customer Care software and tools
• Coach on omni-channel communication strategies (voice, email, chat, social)
• Embed digital literacy and system navigation skills

Performance Monitoring

• Assess trainee progress and provide feedback
• Monitor customer service metrics and identify training needs
• Conduct follow-up sessions and refresher training
• Evaluate training effectiveness and make improvements
• Use analytics from LMS and performance dashboards to identify skill gaps
• Report ROI of training initiatives to leadership

Quality Assurance

• Ensure training aligns with company standards and values
• Monitor call quality and provide coaching recommendations
• Support staff with ongoing development strategies
• Maintain compliance with industry regulations (GDPR, PCI DSS)

Outsource Partner Support

• Train Outsourced Customer Care Teams on company standards, processes, and brand values
• Ensure Outsource Partners maintain the same service quality as in-house
• Conduct periodic assessments of Outsourced operations and training effectiveness
• Share product updates, policy changes, and new procedures with partner teams
• Travel to Outsource partner locations to conduct face-to-face training
• Develop scalable training frameworks for global partners
• Create cultural sensitivity modules for cross-border teams

Additional Skills Needed

Ability to work effectively across different cultures and time zones

Adapt to different working styles and business practices

Create standardised processes that work across multiple locations

Strong knowledge of instructional design principles and adult learning theory

Experience with e-learning authoring tools (Articulate, Captivate) and LMS platforms

Ability to analyse training impact using data and KPIs

Project management skills for coordinating multi-location rollouts

Provide support to Customer Care on calls and emails during busy periods or upon request

Any other ad hoc tasks requested by Management

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We know our colleagues work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits including staff Discount On JD Group and other brands within the organisation and personal development opportunities to learn and develop at work.

Thank you for your time

#JD