Training and Knowledge Junior position at Frasers Group.| United Kingdom

_{2026-04-22T12:08:35.820Z} bot

Frasers Group Training and Knowledge Junior

Experience: General

Pattern: Full-time

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High School (S.S.C.E)

Weighbridge Ro..........United Kingdom

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Job DescriptionThe 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 ResponsibilitiesTraining Coordination & AdministrationCoordinate 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 MaintenanceCreate, 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 SupportTranslate operational changes into clear training notes and knowledge updates (e.g. “what’s 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 ImprovementCollect 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 SupportWork 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.

Training and Knowledge Junior job opportunity at Frasers Group.

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