Department: HR & Admin
Reports to: HR Lead
Location: Branch-Based (Nairobi + Field Visits)
Are you passionate about people development and delivering world-class customer service? We’re looking for a Learning & Development Officer who will shape, train, and elevate the front-line teams powering our customer experience.
This is your chance to design programs that don't just tick boxes — but truly transform behavior, culture, and performance on the ground.
What You’ll Do:
- Design Training Programs
Create engaging content for customer service teams including manuals, workshops, e-learning, and simulations.
Tailor training for real-world challenges — product updates, handling complaints, QR code usage, and more.
- Deliver and Facilitate Trainings
Lead interactive sessions for new hires and ongoing team development.
Facilitate modules on soft skills, product mastery, and service excellence — online and in person.
- Coach, Evaluate & Track Impact
Observe and assess performance during probation, provide 1:1 coaching, and track progress.
Reduce poor performance (PIPs) and improve CSAT scores across the board.
- Champion Service Culture
Drive a customer-first mindset across teams.
Recognize top performers and nurture a strong, service-oriented work ethic.
- Measure, Improve, Repeat
Monitor training outcomes and customer service KPIs — think first-call resolution, complaint rate, response time.
Use data to continuously refine content and approaches.
- Cross-Functional Collaboration
Work hand-in-hand with HR, Branch Managers, and Ops teams to align learning with business goals.
Stay on top of industry best practices and update our training approach accordingly.
- Support Additional Branch Operations
Assist with stock takes, spot checks etc.
What We’re Looking For:
Education & Certifications
- Bachelor’s in Business, Education, or related field
- HR or Hospitality Management training is a plus
- Trainer of Trainers (ToT) certification
- Membership in a professional training association (e.g., PTA)
Experience & Skills
- 3+ years in Learning & Development (ideally in hospitality or customer service)
- Strong presentation and communication skills
- Experience with training tools, data analysis, and performance evaluation
- Passion for coaching, mentoring, and team engagement
What Success Looks Like:
- Engaged Workforce: 80%+ engagement score
- Customer Loyalty: Higher CSAT, fewer complaints
- Training ROI: Clear reduction in PIPs and improved performance metrics
- Cross-Skilling: Team members growing beyond their current roles
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