Jack Lockhart appointed as Learning & Development Manager

Jack Lockhart has been appointed as Learning & Development Manager at online retailer PerfectHome.

PerfectHome has traditionally had a strong culture of on-the-job learning and offers flexible career paths that enable its people to grow within the business and make the most of their skills. The learning and development team was created to boost learning across the 240-strong workforce and ensure talent is matched to opportunity more efficiently.

Jack explains: “PerfectHome as a business has a natural talent for picking great people and allowing them to fly. It’s credit to the whole team that they mastered a lot of change in the last couple of years, moving from a store-based model to e-commerce and, more recently, adapting quickly to the lockdown and the new world that is emerging.

“These great people are the ones who are going to the shape the future success of this business and my team and I can use modern approaches to learning and development to enable them to do that. We can enable them to perform at their best – and make a difference through learning.”

While Jack believes strongly that he shouldn’t start the role with a set mission, but rather let plans emerge as part of an initial listening exercise, there are a few things on his list that will be a focus for his team. This includes anticipating the skills the business will need in two years’ time to shape apprenticeships accordingly and cross-skilling contact centre staff.

Andy Russell, CEO of PerfectHome, commented on the appointment: “We’re delighted to have snapped up Jack, who brings a fantastic energy to the team as well as an approach to learning that really suits PerfectHome. We’ve got a unique opportunity – and a keenly felt obligation – to support our customers during these challenging times and our people need all the tools and all the skills to do this responsively.

“For example, one of the things Jack will be supporting is our intiative to reduce the number of touchpoints a customer has within the contact centre. We want our people to confidently help with almost any customer query, rather than having to hand them over to a specialist team. This is key to maintaining the personal feel that our customers love us for – in a world where we’ll have much fewer face-to-face interactions with them.”

Jack will be leading a team of six across PerfectHome’s locations in Newcastle, Leeds and Birmingham. He will be based in Birmingham. Jack is one of three recent senior appointments at the retailer, alongside Lorraine O’Neill as Head of Customer Experience and Chris Powley, Head of Credit Proposition, who both joined in June.

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