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. While 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
- Designing, delivering, and evaluating engaging training programmes across SMR Contact Centre teams
- Delivering Induction Training for all new colleagues
- Completing QA assessments, providing constructive feedback and creating solutions to close knowledge gaps
- Designing new learning interventions aligned to the SMR Business Plan, including process changes and campaign activity
- Maintaining a comprehensive learning library
- Promoting and supporting the adoption of knowledge management tools
- Ensuring your own SMR product, service and industry knowledge remains up to date
- Working closely with leaders and stakeholders to ensure a seamless learning experience
- Creating ad‑hoc training solutions in response to business needs
- Completing all associated administration and documentation accurately
- Using data, complaints and feedback to identify opportunities for coaching and improvement
- Acting as a role model for performance, behaviours and customer excellence
What You Need To Bring
- Experience delivering or facilitating training, ideally in a contact centre environment
- Experience designing and implementing training solutions
- Strong coaching skills with the ability to give positive, constructive feedback
- Excellent organisational skills and the ability to work to tight deadlines
- Outstanding communication skills, written and verbal
- Ability to influence and build strong stakeholder relationships
- Resilience, patience and the ability to work in a fast‑paced environment
- A track record of acting as a role model
- Strong MS Office skills
- Preferred: CIPD/TAPs qualification (or working towards)
What You’re Like
- Has a positive, “can‑do” attitude
- Understands how people learn and is passionate about helping others grow
- Works well independently and as part of a team
- Shows drive, initiative and a desire to make an impact
- 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.
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