The Role:
The Training Officer supports the delivery of continuous improvement in department capability by designing, delivering, and refining high‑quality training across the contact centres. The role ensures learning interventions are engaging, consistent, and aligned to current processes and policies, enabling employees to build capability and confidence in their roles. The role is the operational lead for training delivery within the strategy, standards, and priorities set by the Training & Quality Manager. The Training Officer manages incoming training requests through agreed governance channels and uses quality insight and operational feedback to shape effective learning solutions, supporting consistent service delivery, improved performance, and a positive customer experience.
Key Responsibilities:
Training Delivery & Facilitation
Act as the delivery lead for structured induction programmes in the UK, ensuring a consistent onboarding experience aligned to capability frameworks, operational standards, and expected timelines to competence.
Facilitate engaging classroom, virtual, and blended learning sessions in line with agreed learning standards and capability frameworks.
Deliver targeted training interventions informed by quality themes, operational feedback, and emerging performance needs.
Maintain and continuously improve facilitation standards, ensuring consistent, high-quality delivery aligned to agreed training methodologies and learner engagement best practice.
Lead the design and delivery of training aligned to major change initiatives, system updates, and process improvements, ensuring learning supports operational readiness and smooth adoption across the department.
Training Intake, Planning & Governance
Act as the primary point of contact for training delivery requests, ensuring all demand is received via the agreed training request form.
Apply governance and prioritisation principles when planning delivery, raising competing priorities or capacity constraints to the Training & Quality Manager.
Maintain clear visibility of delivery commitments, supporting effective planning, stakeholder alignment, and timely delivery of training activity.
Learning Design & Content Development
Design, develop, and maintain high‑quality training materials including slides, facilitator guides, exercises, assessments, and supporting resources, ensuring content is reviewed and approved in line with Training & Quality governance.
Create learning content using approved tools and technologies, ensuring materials effectively support understanding, retention, and practical application in role.
Ensure learning content reflects current CRM processes, compliance requirements, policies, and customer journeys.
Work closely with the Training & Content Coordinator to ensure training materials remain aligned to current knowledge content, supporting consistency between learning and live operations.
Quality‑Informed Learning
Translate quality assurance themes and operational insight into clear, practical learning content and interventions.
Reinforce expected behaviours, standards, and ways of working through training delivery and embedded learning practices.
Support continuous improvement by identifying skills gaps and recurring themes requiring training attention, escalating insights where appropriate.
Stakeholder Collaboration
Work collaboratively with Operations, Quality, Workforce Planning, and wider Training roles to support evolving capability needs.
Partner with subject matter experts to ensure training content remains accurate, relevant, and aligned to operational reality.
Contribute positively to continuous improvement initiatives across training delivery, content quality, and learner experience.
Essential Skills
Strong planning, organisation, and delivery skills, with the ability to manage multiple training commitments, balance competing priorities, and maintain high delivery standards.
Confident written and verbal communication skills, with the ability to explain complex processes, systems, or behaviours clearly to frontline and operational audiences.
High attention to detail, ensuring training materials, facilitator guides, and learning resources remain accurate, consistent, and aligned to current processes and compliance requirements.
Strong facilitation and presentation skills, with the confidence to deliver engaging classroom, virtual, and blended learning sessions.
Proficient in digital tools, including Microsoft 365 (Teams, PowerPoint, Excel, SharePoint), LMS platforms, and learning design tools such as Articulate and AI‑supported learning technologies.
Comfortable using insight from QA themes, feedback, and operational input to tailor learning interventions and improve training effectiveness.
Reliable and proactive, with the confidence to manage training delivery demand, work autonomously within agreed governance, and escalate risks or capacity challenges appropriately.
Key competencies
Customer & Performance Focus
Understands how effective training delivery drives advisor capability, consistency, and positive customer outcomes in a contact centre environment.
Training Delivery & Facilitation Expertise
Demonstrates experience leading training sessions, adapting delivery styles to different audiences, and role‑modelling best‑practice facilitation techniques.
Learning Design & Content Ownership
Experienced in designing, updating, and maintaining structured, engaging learning content that supports onboarding, upskilling, compliance, and change.
Clear Communication & Influence
Communicates confidently with frontline teams, operational leaders, and subject matter experts, translating requirements into effective learning solutions.
Ownership, Planning & Accountability
Takes accountability for training delivery commitments, plans effectively, and maintains high standards without requiring close supervision.
Collaboration & Stakeholder Partnership
Works closely with Training, Quality, Operations, and SMEs to align learning delivery with operational priorities and capability needs.
Continuous Improvement & Adaptability
Uses feedback, QA themes, and operational insight to refine training approaches and adapt delivery to changing business demands, peak periods, and new initiatives
Along with your benefits package we also offer a wide range of perks for our colleagues:
Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have lived the Frasers Group values.
Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, head office employees will gain insights by spending one to two days in one of our stores or the warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.
Fearless 1200 – Fearless 1200 is our way of recognising our growth. It’s bold, ambitious, and designed to reward colleagues across the business for living our values and delivering impact. Fearless 1200 links how we perform to how we're rewarded – check out the video link to find out more - https://www.youtube.com/watch?v=O0qmvJofMew
Employee Welfare
Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.
Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.
What’s next?
Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter - this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate one or two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.