ARE YOU A LEARNING AND DEVELOPMENT SPECIALIST, WHO PRIDES THEMSELVES IN HELPING PEOPLE GROW?

You will join our expert in house Training and Quality Coaches who play a vital role in the training and development of new to business and existing colleagues. During an exciting time where was are expanding into an operational support team.
The team are continually looking at new ways to ensure we continually improve our overall training, with a real focus of equipping our colleagues to deliver First Contact Resolution on interaction. Ensuring we can support each and every customer, some of which as highly vulnerable.
Our Training and Quality team are flexible; you will be expected to deliver training via teams and face to face. Balancing technology to enhance learner experience and creating opportunity to continuous improvement and consistency.
You will work as part of the team to refresh, create training material and maintain knowledge base ensuring that you continually seek feedback from learners and the wider operational team.
You may be asked to support training at other sites, if this is required all expenses are covered.

YOUR NEW TASKS AND RESPONSIBILITIES:

• Deliver all aspects of training including legislative, system & technical, Data Protection and Soft Skills in accordance with the Training Framework and operational needs, ensuring learners are proactively supported.
• Support operational functions/ towers, acting as a point of contact for operational escalations, whilst ensuring swift and accurate resolution of issues.
• Maintain a working knowledge of changing legislation and operational processes, ensuring training remains compliant and effective.
• Perform quality monitoring as per the standards set in the Quality Framework ensuring accurate information is always provided to customers.
• Collaborate with the Quality & Training Manager to design and develop training solutions aimed at promotion of on-line services and digital ‘take-up’.
• Proactively coach, mentor and support colleagues during and after training, including those undergoing upskilling and performance improvement initiatives. Test and assess the progress and capability of learners, providing structured feed to Operational Managers.
• Lead/assist in incentive and motivational schemes.
• Create, update and enhance training resources to ensure alignment with evolving legislation, operational processes and quality standards.
• Travel to other office locations to support with training and project related activities which may include overnight stays from time to time.
• Able to support at pace., when business demand and needs require
• Gather feedback on a regular basis to enhance training delivery, materials and overall service quality.
• Maintain knowledge/process platforms in line with processes and procedures – ensuring colleagues are fully equipped to resolve queries.
• Complete additional training/qualifications to support further development within role.
• Proactively utilise opportunities to support the business, by creating tailored learning modules and evaluating the effectiveness of training materials in order to provide excellent learner support.
• Regularly gain feedback and insight to enhance the service delivered via the training team.
• Any other duties commensurate with the level of the role.
• Lead and manage a classroom of colleagues – when required particularly with new recruits. Ensuring liasing with team manager

REQUIREMENTS FOR THE ROLE

• Proven experience applicable to the role and responsibilities.
• Comprehensive understanding of relevant legislative requirements.
• Five GCSEs or equivalent at grades A* - C or grades 9 – 4, including English and Maths.
• Proficient in navigating and using multiple IT systems. Competent with IT Systems.
• Willingness to travel to various locations as needed to support training and project delivery.
• Excellent verbal and written communication skills, including the ability to provide constructive feedback during assessment/ learning.
• A recognised Trainer/ Coach qualification, such as CIPD or equivalent, is essential.
• Possession of a valid driving licence is desirable.
• A self-driven and proactive approach to training and development of colleagues.
• Excellent planning and organisational skills
• Strong attention to detail.
• Commercial awareness, understands the strategic direction of the business and actively contributes towards its commercial success
• Sound problem solving and decision-making skills.
• Experience and understanding in building training material at all levels.