Lead the design and delivery of end‑to‑end capability development for our customer-facing operation.
Define the frameworks, learning pathways, and competence standards that take an agent from day-one onboarding through to full proficiency — and increasingly, multi-skilled across Jaja’s operational franchises.
Run new-hire induction for frontline and 2nd-line cohorts to a consistently high standard.
Deliver targeted interventions when policies, products, journeys, or tooling change.
Embed conduct expectations — integrate FCA principles, Consumer Duty, vulnerable-customer practice, and complaints handling into role-readiness, not just annual modules.
Maintain learning records and competence evidence that stand up to internal assurance and external scrutiny.
Coach team leaders to coach, so day-to-day capability uplift happens at the source.
Provide concise, exec-ready reporting on capability health and L&D impact.
Requirements
Track record of designing and running L&D in a contact-centre or operational environment of comparable scale (50–200 agents) and complexity.
Demonstrable experience designing capability frameworks and competence pathways from the ground up — not solely delivering off-the-shelf content.
Credible facilitator across induction, classroom, virtual, and on-the-floor formats.
Regulated-industry exposure — financial services preferred (credit cards or consumer credit ideal); insurance, banking, or other FCA-regulated environments also welcome.
Working understanding of FCA expectations, Consumer Duty, and vulnerable-customer practice sufficient to embed it in learning design without external help.
Numerate and measurement-led: can articulate L&D impact in operational and commercial terms.
Comfortable operating as a senior sole contributor — setting direction and rolling sleeves up on delivery.
Benefits
Pension contributions, including Salary Exchange facility
Annual bonus potential
Private medical cover provided by Vitality (optional benefit)
25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
Your birthday off each year as an additional day's holiday
4x life insurance cover
Access to our confidential Employee assistance programme