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Learning and Development Practitioner

Reporting to: Lead Associate - Customer Support (Development)
Team: Frontline Regulation
Contract type: Fixed term for 6 months
Salary: From £30,158 per annum
Location: Brighton
Closing date: Thursday 17 September 2020

Job ref: 59816

TPR grade: 10

About us

The Pensions Regulator (TPR) is responsible for protecting workplace pensions in the UK, working with employers and those running pensions to help people save safely for their retirement. We have an excellent office location in the heart of Brighton and have a diverse, lively and professional workforce.

We are committed to making TPR a great place to work and doing all we can to support our people to reach their full potential. Join our expanding team for the chance to be a part of the biggest change to pensions in a generation.


We’re looking for an experienced contact centre trainer, training designer or learning and development practitioner, who will work closely with our team of trainers; coaching and supporting them to design and deliver exceptional training to all Customer Support new starters and to design and deliver upskilling to develop the contact centre team.


You will:

  • develop a flexible and multi-skilled training team increasing capability to deliver a range of learning solutions and improve customer and learner experience
  • lead a review of the L&D curriculum in line with business priorities and blended learning solutions to maximise staff engagement and development
  • establish multifaceted learning solutions incorporating digital learning and self-service to innovate and expand our service offering and resources
  • develop and embed all aspects of the training cycle to enable effective learning needs analysis and evaluate and report on the effectiveness of learning events and solutions
  • develop mechanisms to produce learner and training records and enable reporting on L&D metrics and team objectives

Essential and desirable criteria


  • CIPD qualification in learning and development or equivalent
  • understanding and practical experience of adult learning and development techniques and methodologies including facilitation and coaching, gained through extensive experience as a trainer/HR professional in an equivalent environment
  • knowledge of customer service call handling techniques in a contact centre environment
  • experience of communicating and presenting to large groups and all levels and of influencing and developing individuals and teams (internal)
  • understanding of differing learning styles and approaches to deliver both technical and behavioral learning and experience of using best practice learning and development evaluation methodologies


  • knowledge of identifying and embedding continuous improvement

Person specification

  • proactive and flexible
  • ability to prioritise and use initiative
  • problem solving and analytical skills
  • communication skills at all levels
  • personable and a team player

Salary and benefits

As well as a starting salary of £30,158, we offer:

  • Civil Service Pension arrangements, which are recognised as some of the best in the pensions world
  • discretionary bonus arrangements
  • access to performance related pay progression
  • 25 days annual leave provision
  • flexible working arrangements
  • development opportunities
  • enhanced parental leave arrangements
  • a free employee assistance programme
  • an excellent office location in Brighton

How to apply

We provide an exciting, supportive and flexible working environment, and are committed to helping our people meet their full potential.

The Pensions Regulator is an inclusive employer and offers equal opportunities to all regardless of an individual’s age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex and sexual orientation. TPR welcomes applications from the BME and LGBT communities who are currently under represented at TPR.

Candidates who declare that they have a disability and who meet the essential criteria for the job will be offered an interview.

Applications will be considered on a part time and job share basis.

Please send your CV to along with a covering letter, quoting ref 59816 with details of how your experience and skills meet our essential criteria and details of your notice period. 

Please be aware we are currently holding interviews through Skype due to COVID-19.

If you have any enquiries with regards to this role or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email