Kraken Training Lead

Your Mission

To spark curiosity, build confidence, and empower teams through training that’s not just informative—but unforgettable. You’ll be the driving force behind how we bring the Kraken operating model to life across our contact centres, making every learning moment count.

🌟 What You’ll Be Doing

🎤 Training Delivery & Facilitation

• Lead high-energy training sessions that inspire and engage—from frontline agents to seasoned trainers.

• Deliver training that’s clear, captivating, and accessible across formats: live, virtual, and on-demand.

• Run a best-in-class train-the-trainer programme for our outsourced partners, complete with accreditation and ongoing support.

✍️ Content Creation That Connects

• Design and evolve training materials that mirror real-world systems, processes, and customer journeys.

• Keep content fresh, compliant, and aligned with operational realities.

• Infuse every module with interactivity, storytelling, and a tone that reflects our bold brand and values, working closely with our People and Comms Teams.

🤝 Collaboration & Co-Creation

• Partner with Product and Operations leads to anticipate and respond to evolving priorities.

• Work closely with Kraken and external teams to align training delivery with system rollouts, resource planning, and migration timelines.

• Operate within a structured governance matrix spanning People and Culture Team and Operational Leadership to ensure alignment of values, training standards, and delivery excellence.

• Work closely with TalkTalk Learning, Culture and Engagement Lead, within the People and Culture Team, to align and embed our cultural principles into training programmes and operational practices to ensure consistency across teams and geographies.

🔁 Feedback & Continuous Evolution

• Champion feedback loops across agents, trainers, and product teams to refine and elevate training experiences.

• Help bridge the gap between frontline insights and product development—spotting opportunities to improve customer journeys.

💙 Culture & Behaviour Role Model

• Be a living example of our culture—collaborative, adaptable, customer-obsessed, and psychologically safe, matrixing into our People and Culture Team, as appropriate.

• Bring our values and behaviours to life in every training interaction, creating a ripple effect across teams.

✈️ Global Adventure

• Ready to pack your bags? You’ll travel to South Africa and India, for a few weeks at a time initially over the next 12 months whilst we complete the migration for to deliver training and build strong local connections.  Then settling into a regular rhythm to retain that connections and support further training. 

🧠 What You Bring

• A proven track record of delivering training that sticks—especially in customer service or operations.

• Top-notch communication skills, both written and spoken.

• A knack for turning complex systems into simple, engaging learning experiences.

• Experience working across teams and time zones, with a flair for collaboration.

• Comfortable using digital tools like LMS platforms, Teams, PowerPoint, and shared workspaces.

💡 How You Show Up

• Collaborative – You build bridges, not silos.

• Empathetic – You tune into learners’ needs and tailor your approach.

• Resilient – You thrive in fast-paced, ever-changing environments.

• Curious – You’re always asking “how can we make this better?”

• Accountable – You own your outcomes and follow through.

• Culturally Aware – You respect and adapt to diverse teams and contexts.

• Customer-Focused – You never lose sight of the end-user experience.

Be Yourself. Make an Impact. Join Us.

As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.

We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work.

What We Offer

• Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection

• Collaborative office spaces designed for creative thinking and innovation

• Free on-site parking at our offices

• Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)

• Private healthcare for all employees

• Competitive pension scheme and performance-related bonus opportunities

• Free broadband for all employees

• Life event gifts – celebrating milestones like marriages and births

• Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations

• Salary sacrifice scheme – save on dental, gym, and more

• Big retail and leisure discounts

• 3 paid volunteering days a year – because making a difference matters to us too