Job Overview


People / HR



Job Overview

A Bit About Us

We’re a bunch of people who go to great lengths to make sure our customers are the happiest customers out there. We may sell everything from washing machines to PlayStations, but at our core we’re a people business.

We roll up our sleeves and work together to make things happen. From logistics, recycling to our award winning IT teams, almost everything we do, we do ourselves to make sure every aspect of our customer journey is done properly.

We launched in 2000 as a result of a £1 bet in a Bolton pub. 18 years later we have a 5* TrustPilot rating (after 100K reviews), expanded our business into Europe and floated on the London stock exchange, but we never lose sight of what we’re about.

More About the Role

Working as part of the L&D team, the Operations Trainer will have expertise in learning styles and the training cycle, coupled with a high level of systems and product knowledge. They will be able to communicate effectively within large group training to enhance individual’s knowledge and drive successful training outcomes.

Working within a team, the Operations Trainer will demonstrate passion and creativity towards improving the impact of training solutions to support the L&D Strategy, while focused on the overall customer experience.

Your purpose is to ensure each person who joins our contact centres feel valued and supported in their in-role development aligned with business needs in order to support the goal to have the ‘Happiest Customer’.

You will achieve this by owning the design, delivery and facilitation of training solutions within our operations Sales, Customer Experience and B2B.

Here's What You Can Expect to be Doing

§ Design and deliver CEx and Sales development programmes & inductions in line with business needs to meet required objectives using innovative and dynamic methods of delivery

§ Keep abreast of the L&D world outside of AO in order to recommend innovative solutions that might be appropriate

§ Identify and work with the business stakeholders to understand their needs for induction & agent development including the long-term vision and impact

§ Drive the development of participants on the programme through support and consultation with them and their managers

§ Measure the impact and effectiveness of all programmes using a robust evaluation process

§ Communicate successes to key stakeholders

§ Review and alter development activities in line with evaluation, ensuring they are continually aligned to business objectives

§ Collaborate with subject matter experts across the group to ensure aligned thinking and effective performance

§ Communicate the availability of new and existing activities and programmes to all stakeholders

§ Work on specialised projects and support learning design where appropriate to satisfy the needs of the business

§ Effectively prioritise and deliver several projects simultaneously

§ Understand the L&D vision and strategy and contribute to the development and delivery of the team plans

A Few Things About You

  • Experience of working with learning technologies to deliver a wide range of learning activities
  • Strong design and delivery skills in a wide range of subject areas such as sales, customer service, products and soft skills
  • Resilient and self-motivated, keen to make a positive difference to agent skills, knowledge & attitude
  • Adaptable to the ever-changing training needs of a fast-paced, constantly evolving organisation
  • The ability to work autonomously on learning and development activities as identified by the L&D manager and key stakeholders
  • Great communication skills
  • Experience of working in a retail / call centre environment would be useful, but is not essential. We’re looking for someone who has experience of working within a culture like ours and is able to deliver learning in an ‘AO way’

Why Choose AO?

At AO, our culture and our AO’way of doing things is vital to our success. We’re passionate people, determined to do whatever’s necessary to make our customers happy.

The AO motto is "treat every customer like you’d expect your nan to be treated, and make decisions your mum would be proud of". To do this, we train and empower each and every AO’er to strive for better ways of doing whatever they are doing.

Our AO’ers don’t just go through the motions and follow processes, it just isn’t our thing. We don’t follow trends, we set them.

Great People Deserve Great Things

As an AO employee you can take full advantage of our benefits package. As well as the fundamentals, like pensions and holidays, we have designed our "AO Perks" to help you out financially and make your work life a little easier.

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