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.
This role is open to candidates currently residing in the United Kingdom who have the legal right to work in the U.K. We are unable to offer visa sponsorship for this position, either now or in the future.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