🤩LEARNING & DEVELOPMENT CALL SUPPORT ADVISOR

**Only welcoming internal applicants**

Be the Guiding Voice Behind Every Confident Call.

Are you passionate about helping others thrive from day one? As an L&D Support Advisor, you’ll be the go-to mentor for new starters, shaping their onboarding experience and setting the tone for success. Working closely with L&D Trainers and operational teams, you’ll ensure every learner feels supported, confident, and ready to deliver excellence. If you’re a subject matter expert in ARC call handling with a keen eye for quality and a heart for development, this is your chance to make a real difference.

⚠️This is a secondment role - 6 months duration 

🕰️Hours: 35 hours per week  

📅Shift pattern: Flexible to business needs

💸Salary: £23,464.89per annum 

📍Location: Remote

This role is a UK based role and any remote work must also be within the UK.

📆Start Date : ASAP

🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟

🎧THE ROLE

Reporting directly to the Monitoring L&D Partner, the L&D Support Advisor plays a key role in supporting the delivery of learning across the Group.

This role provides hands-on support to new starters during their onboarding journey, acting as a mentor and point of contact throughout their early development. The L&D Support Advisor is responsible for observing calls, providing feedback, and supporting the identification of training needs. 

While not responsible for delivering formal training, the role ensures consistency and quality in learner experience by working closely with L&D Trainers and operational teams. A key part of the role is acting as a subject matter expert in ARC (Alarm Receiving Centre) call handling, maintaining up-to-date knowledge of systems, processes, and best practices to support new starters and contribute to continuous improvement.

❓What You'll Do

• Training Prioritisation
• Collaborate with L&D Trainers to align workload with Group training needs.
• Coordinate delivery of training priorities with Trainers and operational leaders.
• Set clear expectations and provide ongoing support for trainees.
• Development Programmes & Training Needs Analysis
• Support creation of personalised learning journeys from onboarding to exit.
• Assist in training needs analysis, especially in high-volume areas.
• Contribute insights to Group-wide TNA and continuous programme improvement.
• Research and recommend external best practices to the L&D Manager.
• Trainee Support & Engagement
• Provide daily support to trainees to ensure engagement and progress.
• Monitor performance and deliver feedback to trainees and managers.
• Align support with L&D Measures of Excellence for a positive learner experience.

🔎What We're Looking For

Experience: Previous support role experience, within Careline/Appello. Experience creating training materials and using Learning Management Systems is desirable.

Qualifications: A good general standard of secondary education; GCSEs (Grades A-C) or equivalent preferred.

Skills & Knowledge: Excellent communication and listening skills, customer-centric mindset, resilience, and strong organisational abilities. Knowledge of consumer or B2B products/services is a plus.

Personal Attributes: Clear and concise communicator, adaptable to diverse personalities, self-driven, resourceful, and able to raise standards of quality and productivity.

READY TO APPLY ✅

If you are interested in this role please upload your CV and answer a few questions about yourself

OTHER INFORMATION

This is an exciting time at Appello Careline - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.