Training and Knowledge Junior

The Training & Knowledge Coordinator supports the delivery and continuous improvement of customer service capability by coordinating training activities maintaining accurate and accessible knowledge content and ensuring learning materials are kept up to date with current processes policies products and customer journeys. The role plays a key part in ensuring colleagues have the right information and learning support at the right time enabling consistent service delivery improved performance and a positive customer experience.

Key Responsibilities

Training Coordination & Administration

• Coordinate the end-to-end administration of training activities including inductions upskilling refreshers process updates and compliance learning.
• Manage training schedules session invites attendance tracking and setup for virtual or in-person sessions across international locations (including Microsoft Teams).
• Prepare update and maintain training resources (slides exercises assessments etc.) ensuring accuracy and effective version control.
• Maintain learner records training completion data and compliance evidence within the LMS and agreed team trackers.
• Support the smooth running of training sessions by ensuring materials equipment links sign-in records and evaluation surveys are prepared.
• Act as a first point of contact for training queries including availability joining instructions course materials and access.
• Support training delivery by co-facilitating sessions and assisting with ad-hoc training or refresher sessions when required under direction from senior trainers.

Knowledge Management & Content Maintenance

• Create format publish and update knowledge articles FAQs process guides and troubleshooting content in line with agreed standards and approvals.
• Carry out day-to-day maintenance of the Customer Service knowledge base (e.g. LMS or CRM-embedded knowledge tools).
• Maintain and update training materials and resources to reflect changes in processes systems or policies.
• Apply basic knowledge governance practices including review cycles approvals expiry dates version control and audit trails.
• Work with operational subject matter experts to capture and document process changes across areas such as returns refunds delivery payments complaints and promotions.
• Monitor and resolve knowledge issues raised by frontline teams including broken links outdated steps or unclear wording.

Communication & Change Support

• Translate operational changes into clear training notes and knowledge updates (e.g. whats changed and what advisors need to do).
• Support go-lives and change rollouts by coordinating briefing materials quick guides and refresher content.
• Publish regular training and knowledge updates via agreed channels such as Teams posts newsletters or huddle briefings.
• Help ensure frontline teams receive timely and accurate updates aligned to peak trading promotions system releases or policy changes.

Evaluation Reporting & Continuous Improvement

• Collect learner feedback through surveys and post-session evaluations.
• Maintain training completion data pass rates and basic knowledge health metrics (e.g. article feedback usage common issues).
• Identify recurring knowledge or training issues and suggest improvements escalating themes and recommendations to the Training & Quality Manager.

Stakeholder & Team Support

• Work collaboratively with Training Quality Operations and Workforce Planning teams to gather information and align outputs.
• Provide coordination support for onboarding waves new starter intakes and peak recruitment periods.
• Participate in training sessions to build delivery experience and provide additional support during peak periods or change activity.
• Contribute positively to team organisation documentation standards and continuous improvement initiatives.

Qualifications :

Essential Skills

• Strong organisational and administrative skills with the ability to plan prioritise manage multiple tasks and maintain accurate records and version control.
• Clear written and verbal communication skills with the ability to translate complex or detailed information into simple structured guidance for frontline colleagues.
• Good attention to detail ensuring accuracy and consistency across training materials knowledge content and communications.
• Confident working with digital tools particularly Microsoft 365 (Teams Outlook Excel PowerPoint SharePoint) and LMS systems to support documentation coordination and reporting.
• Comfortable working with data such as feedback training completions and trackers to identify trends gaps or issues.
• Proactive and reliable with the confidence to follow up actions work collaboratively with stakeholders and subject matter experts and support delivery timelines.

Key competencies

Customer Service Focus

Understands customer needs and how effective training and knowledge drive consistent high-quality customer outcomes.

Knowledge Training & Change Exposure

Experience supporting training knowledge content process documentation or change communications within a service-led environment with a clear interest in developing within Learning & Development or Knowledge Management.

Clear Communication & Facilitation

Communicates clearly and confidently in written and verbal form with the ability to support briefings peer learning and basic facilitation for frontline audiences.

Organisation Ownership & Attention to Detail

Plans and prioritises effectively manages multiple tasks to deadline maintains accurate and well-governed content and takes accountability for delivery.

Collaboration & Stakeholder Management

Builds effective working relationships across Training & Quality Operations and SMEs to gather information and align outputs.

Continuous Improvement & Problem Solving

Identifies gaps in knowledge or training content uses feedback to inform improvements and implements practical enhancements to ways of working.

Data Awareness & Adaptability

Interprets feedback metrics and quality data to support improvements and adapts quickly to changing priorities trading demands and business needs.

Additional Information :

Along with your benefits package we also offer a wide range of perks for our colleagues:

Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have lived the Frasers Group values.

Retail Reconnect In order to build the planets most admired and compelling brand ecosystem all employees must understand our business product and customers. Each financial year head office employees will gain insights by spending one to two days in one of our stores or the warehouse. The goal is to learn how the work you do impacts our teams on the frontline and to bring ideas back to the office which will improve how we work.

Fearless 1200 Fearless 1200 is our way of recognising our growth. Its bold ambitious and designed to reward colleagues across the business for living our values and delivering impact. Fearless 1200 links how we perform to how were rewarded check out the video link to find out more - Welfare

Frasers Fit Our Everlast Gyms Team are on a mission to make our workforce the best and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical Financial & Mental wellbeing. The app is accessible for every employee and includes training nutrition and lifestyle advice- all completely free.

Retail Trust We know that its not just about physical health mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline wellness hub counselling and financial/legal support.

Whats next

Our Recruitment Team will be reviewing applications and all candidates will receive a response whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter - this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate one or two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.

Remote Work :

No

Employment Type :

Full-time