Learning and Development Lead

Location: Nationwide
Salary: Competitive
Contract Type: Permanent, Full Time
Status: {Status}

Role: Learning and Development Lead

Location: is Nationwide but must be based within commutable distance to one of our offices in Wimbledon or Nottingham

Contract Type: Permanent

Hours: 37.5 hours Monday to Friday

Domestic & General’s purpose is to keep our customer’s world running by delivering an essential service that never lets them down. We are on an exciting journey, transforming our business in line with the Group’s Strategy outlined in an ambitious five-year plan.

We have an exciting opportunity for an experienced L&D Lead to join our HR Team. Reporting into the Head Of Learning Operations you will act to improve the skills and knowledge of new and existing Agents and Team Leaders to carry out their roles in terms of productivity, profitability, and quality and compliance in line with D&G business regulations.

Act as a role model leader maximizing the contribution L&D makes throughout the organisation through our own efforts and through supporting, developing, and measuring others within the business.

*This will be a hybrid-based position where your time will be split between remote and office working when required

About The Role:

  • Support Agent and Team Leader learning & development requirements by designing and delivering fit for purpose learning solutions which are innovative and improves performance
  • Delivery of new starter training for Agents and Team Leaders for all areas of the business.
  • Collaborate with Team Leaders regarding Agents performance and progress in Inductions and assist new Agents to achieve step targets and existing Agents to achieve targets
  • Work with L&D Business Partner to identify and develop solutions for improving existing Agent and Team Leader skills
  • Review and update training materials in collaboration with Design and Delivery Lead, based on feedback, evaluation and latest techniques and regulation adhering to brand and governance standards
  • Identify opportunities to provide development solutions which enhance performance and leadership behaviors
  • Design and delivery of L&D activities and material
  • Confident delivery of verbal and written communications to groups of up to 20 people at an appropriate level for the audience
  • Proven experience of one-to-one learning solutions & coaching of Agents and Team Leaders
  • Proven track record in performance coaching
  • Enabling learners to transfer theory into practice by employing up to date methods and techniques

About You:

To be successful in this role, you will have:

  • Experienced people leader (within a contact centre or training environment)
  • Committed to achieving high standards of work and performance standards
  • Knowledge of full training cycle is evident when developing and delivering training
  • Experience of training delivery to a diverse and multi-skilled workforce from agent to Frontline Leaders
  • Experience of applying Coaching, Mentoring and Facilitation tailored to the individual
  • Ideally possess experience of L&D within a contract centre environment
  • Able to build relationships with stakeholders
  • Able to priorities activities and develop plans to achieve them
  • Able to give constructive feedback to colleagues and internal customers
  • Ability to work under pressure and to tight deadlines
  • Aims for continuous improvement in ways of working
  • Personal commitment to improving own knowledge and skills


In return, we offer:

  • Competitive salary and discretionary bonus
  • Salary Finance – a dedicated online portal offering lending and saving facilities, financial wellbeing and support services
  • Health Cash Plan – claim money back towards essential healthcare, including a virtual GP service)
  • 25 days’ annual leave with an annual option to buy up to 5 additional days of annual leave
  • Life Assurance (4 x salary)
  • Access to health and wellbeing services
  • Cycle to Work Scheme (bike & cycling equipment worth up to £1,000)
  • Corporate Discount (up to 50% discount on the costs of D&G Protection Plans)
  • Access to ‘D&G Discounts Benefits Website’ with exclusive shopping discounts, cashback and travel services for all UK employees

For over a hundred years, Domestic & General have been a trusted provider of aftercare for millions of domestic appliances. Today, we’re the UK’s leading provider of appliance breakdown protection, developing products and services to meet your needs.

We provide protection, maintenance and support for a broad range of domestic products and consumer electronics, ranging from televisions to washing machines to boilers.

We look after 23.9 million products and, through our expert service network, we repair or replace 2.9 million appliances every year*.

It’s our mission to keep your world running by delivering a service that never lets you down.


Attractive company pension scheme.

D&G Plan

Free Domestic & General protection plan - one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends.

Employee discounts

Access to discounted Sky TV and broadband packages, together with a range of discounts for 100s of online and high street retailers.

Life Assurance

Employer funded cover of 4x basic salary.

Cycle to work scheme

Tax efficient bike and cycling equipment worth up to £1000.

Car Leasing

The carbon neutral Car Scheme is provided by Tusker and is the smarter way to run a car. A fixed monthly amount is taken directly from your gross salary and in return, you get to say hello to a brand new car, with no deposit.

Employee Assistance Programme

Our EAP provider ‘My Healthy Advantage App’ gives you access to support from qualified counsellors, 24 hours a day, 7 days a week.


The annual entitlement is 25 days holiday, with the opportunity to buy up to one additional week per year.

Travel Loans

Interest free loans to help spread the cost of annual travel tickets.

Health & Wellbeing

Discounted gym membership, online virtual workout sessions, online culinary classes.

Training Opportunities

Training opportunities as well as clearly defined career progression.

Health Cash Plan

D&G enrols all employees in a Health Shield health cash plan, paid for by D&G, which enables cashback (up to set limits) towards the cost of essential healthcare, including dental and optical.

Finance Loans & Savings

D&G have partnered with SalaryFinance to offer lending and saving facilities through payroll, together with financial wellbeing and support services through a dedicated online portal.

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