Learning Development Specialist, UK (Remote) (18-Month Maternity Cover)

Your Mission

As our Learning and Development Specialist, you'll make sure everyone in our Customer Operations team has the product knowledge and customer skills to give Linnworks customers a great experience.

Linnworks is an e-commerce operations platform used by thousands of online retailers. Our COps teams are often the first people customers speak to, so their confidence and accuracy directly shape retention and adoption.

This is an 18-month maternity cover in a small, hands-on Education & Enablement team. You'll start by running our internal training programme: coordinating experts from across the business, facilitating virtual sessions, and running our monthly call quality checks. As your product knowledge grows, you'll take on delivering training yourself across every topic, not just onboarding.

You'll need to hit the ground running. We have a major product launch on 1 April 2027, with weekly COps enablement sessions starting on 1 December 2026. The plan for those sessions will already be in place: you'll pick it up and facilitate from day one, with our other training programmes running alongside it.

Running the COps training programme

• Take over facilitation of our weekly product launch enablement sessions, following the established plan

• Own and manage a regular programme of virtual training sessions for the COps org

• Coordinate subject matter experts from across the business to deliver sessions: brief them, help shape content and keep training consistent

• Host and facilitate sessions so they run smoothly, stay engaging and land the key messages

• Build knowledge checks and certification into the programme, so we can evidence that COps members are confident and launch-ready, using AI to help create and analyse assessments

• Keep the training calendar, materials and attendance records up to date

• Use AI to build training decks, session materials, job aids and reports quickly, and to cut down admin; help COps colleagues build their own AI skills

Training needs analysis

• Work with COps team leads and other departments (Support, CS, Onboarding) to identify knowledge and skills gaps

• Use AI to analyse call quality scores, assessment results, tickets and feedback, so gaps are spotted faster and backed by data

• Turn those gaps into a prioritised departmental training plan, agreed with leaders

• Measure the impact of training with AI-assisted analysis, linking sessions to changes in quality scores and assessment results, and report on progress

Capability frameworks

• Run our COps capability frameworks, launching in Q2 2027

• Assess each team's product knowledge against the frameworks

• Use AI to analyse assessment results at scale, spotting patterns by team, role and topic

• Use the results to plan targeted upskilling with team leads, and track progress over time

New starter training

• Coordinate and facilitate product training for new COps starters as part of their induction

• Check new starters' understanding and confidence before they go live with customers

Growing into delivery

• Build your product knowledge by shadowing experts and learning from the sessions you facilitate

• Progressively take on delivering training yourself, across product, process and customer skills, not just onboarding

• Keep content current as the product and processes change, including ahead of new releases

Monthly call quality checks

• Run monthly quality assessments of customer calls against our scoring rubric

• Share clear, constructive feedback with individuals and team leads

• Use AI to spot recurring themes across calls and feed them back into the training plan

What You'll Bring To The Role

Essential

• Confident facilitator, comfortable running engaging virtual sessions for groups of all sizes

• Excellent collaboration with subject matter experts: you build strong relationships across the business, get busy experts to commit to sessions, and help them turn what they know into clear, engaging training

• Proven experience coaching individuals to improve their performance, ideally customer-facing agents

• Experience assessing call or ticket quality and giving constructive, specific feedback

• Curious and quick to learn a complex SaaS product, with the ambition to grow from facilitating training to delivering it

• Strong AI literacy: you use AI tools (e.g. Claude, ChatGPT, Copilot) day to day to analyse data, measure impact, and build training decks and materials, with good judgement about accuracy and data privacy

• Strong stakeholder skills: you can work with team leads to agree priorities and push back when needed

• Exceptionally well organised: you plan ahead, keep meticulous records, and run a recurring training calendar, new starter inductions and monthly quality checks alongside ad hoc requests without anything slipping

Desirable

• Experience designing and delivering training to adult learners, ideally in a customer support, success or contact-centre setting

• Knowledge of e-commerce, multichannel retail, inventory or order management

• Experience with an LMS (we use Absorb) and building e-learning or job aids

• Familiarity with call recording or quality assessment platforms

Why us?

Perks & Benefits

• Remote & flexible working – with hybrid options in London or Chichester

• Fantastic team culture based on trust and belonging.

• Laptop & home office budget – £500 to set up your ideal workspace.

• Private Medical Insurance with Aviva, including Dental & Optical.

• Group Life Insurance & Yulife Wellbeing & Rewards.

• Mental well-being support – Access therapy, mental health sessions, and yoga through a free premium subscription to Headspace.

• EAP confidential benefit – 24/7 access to compassionate guidance & expert advice

• 25 days holiday + bank holidays

• Training, support, and personal development

About us