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Guest Experience Learning & Development Manager

  • Full Time
  • London, UK
  • Posted 3 days ago
  • £35K - £40K + Benefits
  • Closes October 7, 2022

TheO2 The O2

Our Guest Experience team wow our customers on event nights and ensure they have an amazing time and create unforgettable memories.

They are now looking for a Guest Experience Learning and Development Manager to join their team and ensure day to day front of house service standards are met through relevant training and development.

  • You’ll identify scope gaps and develop best practices in the start to end process for recruitment, induction, training, development, and performance reviews.
  • You’ll also develop and manage the business wide customer service focused training plan for the year ahead, identifying training requirements and developing training materials to continuously improve customer service standards and experience across the business.
  • Whilst effectively measuring the success of training interventions and reviewing as required; you’ll support line managers with the individual performance management and development of their teams; and in structuring regular performance reviews with individual staff members ensuring consistency across the whole department.
  • We’re looking for someone with relevant learning and development experience, preferably from a hospitality, retail or customer focused environment.
  • You’ll have applicable experience designing and delivering training through different methods such as classroom style learning, coaching conversations or in a vocational surrounding.
  • An effective communicator, both verbally and written with an engaging delivery style; you’ll be able to build relationships and have strong coaching and motivational skills to promote continuous development across the business.
  • We’re looking for someone who is highly organised, dedicated, and able prioritise a varied and ever-changing workload whilst maintaining attention to detail.

You’ll want to raise the bar in this role and look for ways to wow our customers and our employees. We encourage new ideas and innovation and value everyone’s opinion.We’ll give you a thorough induction on how we work at AEG. Our induction and onboarding programme is a great way to meet other new starters in AEG and to learn about our culture and values. We will give you training in our systems, policies and procedures so that you’ll be set up for success.


You’ll be based at The O2, Peninsula Square, London SE10 0DX. This role will require working occasionally on weekends, public holidays and evenings. We offer flexible start and end times and work remotely once a week. We are open to and welcome flexible working conversations.

So why apply?
AEG is an inclusive organisation where we value everybody’s contribution. We empower and trust our people to do the right thing. We go the extra mile, for our customers and each other, every time. We are always open to new ideas and respect all opinions. We support and bring out the best in each other. We really value our people and inspire them to be the best in class, always!

You can find out about our Vision and Values here and our Employee Network Groups here.

Our commitment to inclusion
We are committed to fostering a diverse and inclusive workforce. We believe in equality of opportunity for all and our approach to recruitment and selection is fair, open and based purely on merit. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. If you require reasonable adjustments in any recruitment process with us, please make us aware.