Learning & Development Officer – Customer Service

Description

Learning & Development Officer – Customer Service
Department: HR & Admin | Reports to: HR Lead
Location: Branch-based (Nairobi + field visits) | Salary: KES 80,000 gross

We made an offer, aligned the start date… and at the eleventh hour the candidate took another offer (ah, the recruiter life!). So—we’re back to market for a hands-on L&D pro who can design, deliver, and measure training that actually moves the needle on customer experience.

You’ll love this role if you
Enjoy building practical training—manuals, workshops, e-learning—that changes behavior, not just boxes to tick.
Thrive on facilitation: onboarding classes, refresher sessions, soft skills, product mastery—online and in person.
Like coaching on the floor, tracking probation performance, and lifting CSAT/FCR with data-led tweaks.
Work smoothly with HR, Branch Managers, and Ops to align learning with business targets.

You’ll struggle here if you
Prefer theory over execution and shy away from frontline coaching.
Don’t enjoy measuring outcomes (PIPs down, CSAT up, complaint rate lower).
Avoid field visits or rapid iterations based on KPI feedback.
What you’ll do (trimmed to the essentials)
Design & Deliver: Build engaging content (manuals, workshops, simulations, micro-learning) and run high-energy sessions.
Coach & Evaluate: Observe on-the-job performance, do 1:1s, support probation reviews, and act on gaps.
Measure & Improve: Track KPIs (CSAT, first-call resolution, complaint rate, response time) and refine content.
Partner & Align: Work with HR/Branch/Ops; keep programs current with industry best practices.
Branch Support: Pitch in on stock takes/spot checks when needed.

What you’ll bring
Bachelor’s in Business, Education, or related field (HR/Hospitality training a plus).
3+ years in Learning & Development—ideally in hospitality or customer service environments.
Confident facilitator with strong presentation, communication, and data skills.
ToT certification and membership in a professional training body are added advantages.

What success looks like
Engaged teams (80%+ engagement).
Better CX (higher CSAT, fewer complaints, faster response).
Training ROI (reduced PIPs, improved performance).
Cross-skilled staff ready for the next role.

Apply: Send your CV to jobs@alternatedoors.co.ke
with the subject line “L&D Officer – Customer Service.”