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Learning & Development Manager

Contract type

Fixed Term, Secondment


Customer Service & Customer Contact Centre



Our Guest Support Team are at the heart of our guest’s experience leading up to, during and after their visit with us. It’s a large, and diverse, team who interact with our customers over the phone, o...

Learning and Development Manager - Dunstable, 9 month Fixed Term Contract


Are you interested in a role that makes an immediate impact? Do you have a natural passion and innovative approach to drive change and success within an organisation through coaching and development? We have fantastic opportunity for a talented Learning and Development Manager to join the Guest Support Team here at Whitbread! You will be redefining how we evaluate and promote ongoing success within our contact centre by using your insight to evaluate current training. 

What will you be doing

  • Coach and develop the Quality & Development Leads to deliver continues service improvements
  • Liaise with HR Talent & Capability team to align to group training requirements including regulatory changes
  • Liaise with the Service Delivery Manager and Resourcing Partner to coordinate regular onboarding cycle
  • Support and oversee assessment, offer and 1st day countdown to ensure new joiners are prepared and engaged and operation is ready to receive them
  • You will be responsible for creating, maintaining, and updating a training curriculum
  • Managing the creation of a high quality and engaging training program of both Reservation Agents and Guest Relations Advisors
  • Liaising with wider team and stakeholders, particularly resource planning to ensure a effective and streamline on onboarding process
  • Creating a welcoming environment for both new and existing employees that promotes and adheres to Whitbread goals and company values
  • Oversee the inventory of training materials and equipment and ensure optimum stock is ordered as required
  • Establish portfolio of training modules the support the upskilling of team members to team manager level within the team
  • Provide expert input to the design and delivery of a Guest Support career pathway including internal progression and corresponding reward and recognition scheme
  • Regular Assessments of quality standards continually driving the right behaviours and outcomes

What we are looking for 

You'll be an L&D professional who's hungry to make a difference and excited, rather than phased, by the fact that not all structures are in place yet and that there is the scope to play a key role in creating something great.

  • You must have a sound understanding of training using different Learning Styles
  • A sound understanding and knowledge of creating and delivering engaging programs that provide valuable learning
  • Essential Training and Development experience bringing fresh ideas to implement at Whitbread
  • A confident communicator with the ability to build rapport with senior managers and stake holders
  • A subject matter expert that leads and supports in both classroom and 1-1 training
  • Creative approach that can think outside the box and challenge the status quo
  • Demonstratable experience of successfully delivering interesting engaging training programs
  • People focused with strong influential skills to work across functions to integrate the wider team within the Contact Centre 

 In return, we will offer you:

  • A market competitive base salary
  • A collaborative work culture that focuses on enabling your success and continuing your personal development
  • A genuine flexible working policy
  • Individual BUPA healthcare
  • Optional contributory pension matched up to 10%
  • Free parking across our Head Office campus
  • Subsidised restaurant
  • Up to 25% discount off our brands
  • Perks at work


We’re 1,200 hotels and restaurants in the UK, Germany and the UAE, but we’re more than that. We’re the 35,000 people supporting our brands every day. The ones sourcing the nation’s favourite breakfast, plating up family favourites, and the great night’s sleep guaranteed people. We’re also always preparing for new openings, looking ahead and revamping our online presence. We do it for our guests, and it’s the details that keep them returning time and time again. We could be at the end of their road, their trusty choice for business trips, or we could be the place they associate with big celebrations up and down the country. We’re a constant in a changing world, and we’d love you to join us. Bring your energy, ideas and sense of fun, we’re waiting and so are our brands.

Whitbread is an inclusive employer. We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We welcome your application whatever your background or situation. Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQ+ community (those who identify as gay, lesbian, bi-sexual, trans sexual, non binary or use another term), are strongly encouraged to build a career with us. We are open to part-time and flexible working and, where possible, will try to support this.

Job ref:



13 May 2022

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