Learning & Development Coach

This role is suited to someone who is passionate about learning, development, and helping colleagues reach their full potential. The Learning and Development Coach will support colleagues across all areas of the business, ensuring that our culture of exceptional customer service is consistently upheld.

The successful candidate will welcome new starters into the business, creating an engaging and supportive first impression. They will equip colleagues with the skills and confidence needed to perform in their roles and will also deliver development programmes for those aiming to further their careers. As part of our future‑focused learning strategy, the role will also involve integrating digital tools, AI‑supported learning solutions, and microlearning approaches to enhance the learner experience.

Main Responsibilities

• Deliver inspiring and motivational learning experiences that drive engagement and achieve measurable performance outcomes.
• Develop targeted microlearning to support on‑the‑job learning and continuous development.
• Evaluate the effectiveness of training using data and insights, recommending and implementing continuous improvements.
• Research, design, and develop engaging learning content for virtual, digital, blended, and face-face delivery.
• Provide structured 1‑to‑1 coaching that supports skill development, confidence, and future career progression.
• Communicate organisational changes clearly and positively, supporting colleagues through periods of transition.
• Demonstrate competence with a wide range of workplace technology.
• Use data and analytics to understand learning needs, measure impact, and inform future learning interventions.
• Adopt a forward‑thinking approach by integrating AI‑assisted tools, microlearning, and workflow‑embedded learning.
• Demonstrate curiosity, adaptability, and a commitment to personal growth through ongoing self‑reflection.
• Maintain a proactive “can‑do” attitude with high standards of accuracy, organisation, and attention to detail.
• Promote and model exceptional customer service in all interactions.

General

• Undertake any other tasks that fall within the scope of the role.
• Follow all organisational policies and procedures, including health and safety.
• Treat colleagues, customers, and suppliers with professionalism, integrity, and respect.

Qualifications & Experience:  Essential 

• Previous experience working in a Customer Service environment.
• Previous management experience (will be delivering to new and existing managers)

Desirable

• Sales experience
• Previous experience of classroom/remote delivery
• Level 3 + qualification in Education and Training
• Experience of delivering training at management level.

Essential  Skills

• Excellent organisational and time management skills.
• Strong initiative skills to drive business objectives forward.
• Flexible to meet the needs of the business.
• Attention to detail and high levels of accuracy.
• Strong digital skills
• Confidence and assertiveness

Desirable Skills

• Assertive/confident classroom management techniques

 Essential  

Team Work

• Enthusiastic and Proactive with the ability to work independently (self - motivated) and as part of a team.
• Ability to work effectively with people from diverse backgrounds

Communication

• Excellent verbal and written communication skills.
• Ability to liaise with staff at all levels.
• Effective motivational skills and the ability to remain positive and professional at all times.

Values

• Ensure that the Hays Travel values are demonstrated at all times and that others follow this standard.

About Us

As the UK’s largest independent travel agency, Hays Travel specialises in providing good value, quality holidays, alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years, and continue to grow each year.

Our values

Our SMILE values are embedded in to our company and ensure our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.

• Supportive
• Motivational
• Innovative
• Loyal
• Excellent

What it’s like to work for us?

Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.

Of course, it's not all about work. We're very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.

Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices for relevant roles.