SKILLS AND EXPERIENCE

• Demonstrable expertise and practical work experience in a customer centric training environment
• Knowledge of a variety of learning methods and theory to meet the needs of a dynamic training environment
• Skilled at managing projects and producing deliverables according to deadlines and external requirements
• Previous line management experience
• Proven track record of delivering robust training systems that improve performance and development of staff
• CIPD or Professional Educational Qualification, or wider qualifications in L&D, (digital) learning design and facilitation or other related areas

• Design and manage compliant training content for HUB FS, including product training, soft skills training and systems training that is aligned to the HUB T&C Framework
• Work with stakeholders, including managers and subject matter experts, to design, write and develop interactive training content for various audiences, new hire, tenured staff and those wishing to cross skill within product areas.
• Recognise future propositional changes and trends (subtle or substantive) allowing the business to respond promptly and compliantly.
• Utilise all customer feedback and insight research opportunities (including but not limited to complaints; vulnerable customer data, independent feedback; operational losses; QA results)
• Development and oversight of a comprehensive training library ensuring this remains approved, widely accessible and ‘up to date’.
• Presents in person and online training sessions
• Schedules training sessions and manages team calendars to ensure we are meeting the needs of HUB FS
• To act as the escalation, point for all technical ‘advice’ queries surrounding advice journeys delivered by non-qualified personnel
• Provide first line management, coaching and professional development to training personnel reporting to this role