Manager, CS Learning & Development (FTC)

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. 

Qualifications

Job Requirements 

• Innovative, forward thinking and creative individual, passionate about helping people learn and grow 

• Significant experience with effective learning and development methods 

• Good knowledge of e-learning tools and practices  

• Strong collaborative and interpersonal skills; ability to build effective working relationships with internal and external parties 

• Customer Service / Contact Centre Learning and Development best practice  

• Able to work with a high degree of independence and exercise good judgment 

• Experience of and ability to use technical learning resources to design and implement e2e projects / programmes  

• Experienced in training delivery and design, ideally in an operational environment 

• Experience of working with an outsource partner & delivering impactful training 

• Experience of working within an L&D role at a managerial level 

• Experience using AI-enabled tools to support content creation, learning design, or knowledge management (with appropriate controls) 

Essential: 

• Degree level educated 

• Experience of working with html LMS platforms & content creation software e.g. Articulate Rise, Storyline, Vyond 

• Certificate in L&D Practice (or working towards/have relevant professional qualification or equivalent relevant experience) 

• Customer service/contact centre knowledge 

• Experience of working with CRMs (such as Salesforce) 

• Insurance Regulation (FCA etc.)

Desirable: 

• Experience of working with CRMs (such as Salesforce) 

• Insurance Regulation (FCA etc.) 

Additional Information

We work in a hybrid model: 3 days in the office, 2 days from home. 

All your information will be kept confidential according to EEO guidelines.

The Team:  http://www.squaretrade.com/leadership   

SquareTrade is an Equal Opportunity Employer