This is a fantastic opportunity to join a fast-paced customer service team as a Talent Development Advisor. In this newly shaped role, youll take ownership of developing people, processes, and performance through a structured internal training programme. Youll coach and support team members, identify skills gaps, and ensure individuals are equipped for success. Acting as a key connector between training, operations, and leadership, you'll help embed a culture of continuous learning and support long-term capability building across the team.
This job aligns to the LPI’s Capability Map see how
Responsibilities
- Design, deliver, and manage a structured learning and development programme for the customer service team, aligned with team goals and behaviours
- Conduct regular 1:1 coaching sessions to support individual progression and knowledge application
- Track and report on learning engagement and outcomes via the internal learning platform
- Identify and respond to training needs, creating tailored content where required
- Evaluate training effectiveness and adapt approaches to maximise impact
- Set clear expectations, provide regular feedback, and monitor development progress
- Support recruitment and onboarding, ensuring new starters are trained
- Partner with internal teams to optimise processes, systems, and communication workflows
- Support the design and delivery of career and skills mapping for internal development pathways
- Step in to support team operations and take on supervisory responsibilities when needed
- Act as a go-to escalation point for the team, customers, and internal stakeholders
Skills
- Confident coaching and communication skills, with the ability to build rapport at all levels
- Strong organisational skills and the ability to manage competing priorities
- A collaborative and proactive mindset, with emotional intelligence and resilience
Experience
- Experience in learning, people development, or team leadership roles
- Experience running 11s, giving feedback, and supporting performance development
- Familiarity with learning systems or platforms desirable
- Experience of working in a customer services role is beneficial
Education
- CIPD Level 3 in Learning Development or willingness to work towards it
- Coaching, training delivery, or performance management certifications desirable
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The LPI Capability Map
What can the Capability Map do for you?
Find out how the LPI’s Capability Map can help you land exactly the right job.
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Facilitate learning
Facilitate face-to-face learning
2 – Proficient
Facilitating face-to-face learning events, using engaging facilitation skills to actively involve people in learning, motivate them to adopt desired behaviours and meet agreed session outcomes.
Support learning
Develop continuous learning skills
2 – Proficient
Supporting individuals to develop self-directed and self-managed learning skills to drive independent, collaborative and networked learning (includes informally, formally, personally, professionally and in the workplace).
Support coaching
3 – Advanced
Building a culture of coaching where coaching is available at all levels of the organisation. Developing the skills of, and providing support to, leaders and managers to coach individuals and groups.
Support mentoring
3 – Advanced
Structuring a programme of support and guidance to members of the organisation via mentoring. Supporting development and application of skills by others to help people build successful mentoring relationships.
Support work teams
3 – Advanced
Working with line and project managers to help a work team perform by working, collaborating and learning effectively together.
How do your skills measure up for this job? Create your own LPI Capability Map
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Your recruiter
Katie Beck
Katie is our recruitment team leader, supporting and guiding the team to find exceptional L&D talent for brilliant L&D opportunities. She possesses six years’ experience in L&D recruitment – across all levels of roles and all types of organisations.
Talk to Katie Beck
