About the Role:

We’re currently looking to recruit a Customer Operations Learning & Development Trainer to work with our Learning & Development Team to support and drive the needs of the Customer Operations business via the Operational Training and Competence (T&C) framework for our client(s)
 

We believe that our people are the key to our success. To support a learning culture and embed philosophy of 70:20:10, we need great Learning & Development Trainers who can be creative in developing and delivering innovative solutions which truly engage our people, growing their skills and competence and motivating them to reach their goals

The is a permanent role, and excellent opportunity to gain significant experience and make a meaningful impact within a dynamic team

What you will be doing:

• Lead the development, delivery and validation of training solutions to maintain a skilled, knowledgeable, supported and effective team delivering performance and customer service standard targets
• Build strong relationships with the management team at department and team manager level to enable a collaborative approach to agree, challenge and collectively shape training needs across the operation
• Ensure operational training complies with legislative changes, standards and good practice, communicating information and knowledge as required
• Assess all new starts throughout the training period to ensure successful comprehension of handling policy and related procedures
• Ensure knowledge of Customer Operations policies and procedures and any regulated changes are current to enable delivery of relevant training
• Identify gaps in skills and knowledge of both individuals and team members then recommending the design and delivery of solutions to fill the gaps to ensure that business and customers benefit by exceeding customer service quality targets
• Maintain a working knowledge of processes, standards, knowledge and skills across the business to proactively and knowledgably support the development of our people
• Design eLearning and facilitated content that is engaging and informative.  Assess and evaluate the impacts to demonstrate knowledge transfer and retention which supports the evolution of the 70:20:10 principles
• Form relationships and work with key stakeholders and subject matter experts to ensure a detailed understanding of the outcomes required from the design and delivery of solutions, with measures to demonstrate success

What we are looking for:

Essential:

• Previous experience creating highly engaging and blended learning solutions to support employee competence
• Proven eLearning design and the use of associated software and platforms to deliver engaging solutions
• Experience of working in a highly regulated environment
• Application and use of new learning methodologies and technical programmes to enhance learning design and delivery
• Evaluation of learning impact to demonstrate return on investment
• Strong Stakeholder management skills

Desirable:

• Professional qualification in Learning & Development 

Application of Individual Conduct Rules:

Standard of conduct is reasonable under all circumstances relating to:

• Must act with integrity
• Must act with due skill, care and diligence
• Must be open and cooperative with the FCA and other regulators
• Must pay due regard to the interests of customers and treat them fairly
• Must observe proper standards of market conduct