Customer Outcomes & Regulatory Standards Trainer

Link Financial Outsourcing Limited; Caerphilly; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

25 days annual leave

Birthday day off

Discretionary annual bonus

Pension scheme with 8% contributions

Life assurance 4x salary

Employee Assistance Programme

Season ticket travel loans

Enhanced maternity and adoption pay

Social events and recognition schemes

Job summary

Link Financial Outsourcing Limited is recruiting a Trainer for Customer Outcomes & Regulatory to own our regulatory training and convert QA, complaints and compliance insights into practical learning. You will collaborate with the Head of HR and partner with Compliance, Quality Assurance and Customer Experience teams.

You’ll design and deliver sessions on Consumer Duty, FCA Conduct Rules, vulnerable customers and complaints handling, maintain records, and report themes to leadership.

Qualifications

• Proven experience designing and delivering training in an FCA-regulated environment (or similar).
• Knowledge of Consumer Duty and FCA Conduct Rules, vulnerable customers and complaints handling.
• Ability to turn quality, complaints or compliance information into practical training.
• Experience training others to deliver or cascade training (train the trainer).
• Confident, engaging presentation skills with groups at all levels.
• Strong written skills to create clear training materials and eLearning content.
• Accurate, organised record keeping.
• Good working knowledge of Microsoft Word, Excel and PowerPoint.

Responsibilities

• Own regulatory training across the business and related training that shapes customer outcomes.
• Track completion of mandatory training and follow up with managers if overdue.
• Design and deliver training on vulnerable customers, complaints handling and customer service skills.
• Own call model refresher sessions; design, train others to deliver, monitor progress and follow-ups.
• Design quarterly refresher workshops for Operations colleagues.
• Review quality findings and complaints themes with QA and Compliance to turn into training.
• Update training content quickly when regulation or policies change with Compliance sign-off.
• Maintain accurate records and report themes and completion to Head of HR.
• Cover for Lead Trainer when needed.

Skills

Training design

Training delivery

FCA regulation knowledge

Train-the-trainer

Presentation skills

Written communication

Record keeping

MS Office (Word/Excel/PowerPoint)

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

As a Trainer for Customer Outcomes & Regulatory, you will own all of our regulatory training and any training that shapes the outcomes our customers receive. You will turn what Quality Assurance, complaints, Compliance and regulatory change tell us into training that delivers a positive experience to all our Customers. You will report to the Head of HR and work closely with our Compliance, Quality Assurance and Customer Experience teams.

What you’ll do

The Trainer for Customer Outcomes & Regulatory will be involved in the following activities:

• Owning all regulatory training, including our twice-yearly regulatory eLearning, Consumer Duty and the FCA Conduct Rules
• Tracking completion of mandatory training and following up with managers where it is overdue
• Designing and delivering training on vulnerable customers, complaints handling and customer service skills
• Owning our call model refresher: designing the session, training team leaders to deliver it to their teams, and monitoring and follow-up on progress
• Designing and delivering quarterly refresher workshops for all Operations colleagues
• Working with QA and Compliance to review quality findings, poor outcomes and complaint themes, and turning them into targeted training
• Updating training quickly when regulation, guidance or our policies change, with sign-off from Compliance
• Making sure regulatory and customer outcomes content is accurate across all of our training
• Planning your own programme, keeping records up to date, and reporting themes and completion to the Head of HR
• Covering for the Lead Trainer when needed

What you’ll bring

Essential

• Proven experience designing and delivering training in an FCA-regulated or similarly regulated environment
• Good working knowledge of Consumer Duty, the FCA Conduct Rules, vulnerable customers and complaints handling
• Experience of turning quality, complaints or compliance information into practical training
• Experience of training others to deliver or cascade training (train the trainer)
• Confident, engaging presentation skills with groups at all levels
• Strong written skills, with the ability to create clear training materials and eLearning content
• Accurate, organised record keeping
• Good working knowledge of Microsoft Word, Excel and PowerPoint

Desirable

• Experience in debt collection, consumer credit or another customer-facing financial services setting
• A CIPD or TAP Learning & Development qualification
• A relevant regulatory or compliance qualification
• Experience of eLearning authoring tools or learning management systems

What we offer

• A role in a growing, newly structured Learning & Development team of four specialist Trainers, reporting directly to the Head of HR
• 25 days’ annual leave (pro rata for part-time employees), plus bank holidays
• An extra day off to celebrate your birthday
• A discretionary annual performance bonus
• The option to purchase up to 5 additional days of holiday
• A competitive pension scheme with 8% total contributions
• Life assurance at 4x your annual salary
• Access to our Employee Assistance Programme for confidential support and advice
• Season ticket travel loans to support your commute
• Enhanced maternity and adoption pay
• A friendly, relaxed working environment with modern facilities
• A vibrant culture with regular social events, charity fundraising, and employee recognition schemes
• Ongoing learning and development opportunities to support your career growth