Hospitality Manager

Aramark Ltd; Weston-super-Mare; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading financial services provider is seeking a Learning & Development Manager to own the entire training lifecycle, from designing materials to real-time coaching. The ideal candidate will have experience in leading teams within fast-paced environments and possess strong coaching skills. This is a hybrid role based in Weston-super-Mare, with a focus on enhancing customer interaction quality. A comprehensive benefits package is offered, including private healthcare and an annual learning budget.

Benefits

Private Healthcare including dental and opticians services

Worldwide travel insurance

Salary sacrifice pension scheme up to 7% match

28 days holiday plus bank holidays

Annual learning and wellbeing budget

Enhanced parental leave

Cycle to work scheme

6 free therapy sessions per year

Qualifications

• Proven experience leading a team focused on Learning & Development or Real-Time Coaching.
• Experience in a contact-centre environment, ideally in Financial Services.
• Strong coaching and mentoring skills.

Responsibilities

• Own the entire training lifecycle, designing materials and overseeing onboarding.
• Lead, mentor, and manage a team of Specialists.
• Design and manage team rotas and scheduling.

Skills

Leading a team focused on Learning & Development

Customer service experience

Instructional design expertise

Coaching and mentoring skills

Operational scheduling

Analytical skills

Excellent communication skills

Proactive leadership

Job description

We’re Capital on Tap. Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all‑in‑one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?

We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment. This is a Hybrid role; the Support Services team within Customer Operations works from our Cardiff Offices 3 days per week.

What You’ll Be Doing

• Own the entire training lifecycle, from designing engaging materials and facilitating new‑starter onboarding to overseeing the transition process into the live environment.
• Ensure real‑time support, live listens, and dedicated coaching sessions drive measurable improvements in customer interaction quality and agent performance across calls, chats, and emails.
• Lead, mentor, and manage a team of Specialists, conducting regular one‑to‑ones, performance reviews, and setting clear objectives focused on quality and speed to proficiency.
• Design and manage team rotas and scheduling to ensure full coverage for training delivery, real‑time coaching, and frontline support duties.
• Own and oversee the L&D strategy, including onboarding, continuous improvement, and knowledge gaps analysis.
• Directly manage the design, review, and continuous update of training materials, SOPs, and facilitation guides to ensure accuracy, compliance, and engagement.
• Oversee the successful execution of new‑starter onboarding programs, ensuring all agents achieve competency and compliance standards.
• Coordinate the transition of new hires from training to live support with structured guidance and real‑time intervention.
• Own the real‑time coaching (RTC) strategy, ensuring specialists conduct effective live listens and provide immediate, impactful support to agents handling calls, chats, and emails.
• Analyse quality scores and performance data to identify systemic coaching needs, designing targeted interventions to elevate frontline performance and customer satisfaction.
• Drive continuous improvement by ensuring the team delivers timely, high‑impact briefings and knowledge updates to all relevant operational teams.
• Act as the primary point of contact between Operations and the L&D/Coaching team, ensuring alignment on key priorities, performance gaps, and rollout of new initiatives.

We’re Looking For

• Proven experience leading a team focused on Learning & Development or Real‑Time Coaching within a fast‑paced environment.
• Experience in a customer‑service or contact‑centre environment, ideally in Financial Services.
• Demonstrable expertise in learning principles, instructional design, and facilitating engaging training sessions for diverse audiences.
• Strong coaching and mentoring skills, with the ability to influence performance and drive behaviour change through feedback and support.
• Experience in operational scheduling, rota management, and workload planning for a dynamic support function.
• A strategic mindset coupled with strong analytical skills, capable of using performance data to shape coaching strategies.
• Excellent communication skills, capable of delivering complex information clearly and concisely to frontline staff and senior leaders.
• A proactive, organised, and resilient leader who thrives in a role where stability, speed, and quality are paramount.

Diversity & Inclusion

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity.

Benefits

• Private Healthcare including dental and opticians services through Vitality
• Worldwide travel insurance through Vitality
• Anniversary rewards (£250, £500, £750, 4‑week fully paid sabbatical)
• Salary sacrifice pension scheme up to 7% match
• Octopus EV salary sacrifice scheme
• 28 days holiday (plus bank holidays)
• Annual learning and wellbeing budget
• Enhanced parental leave
• Cycle to work scheme
• Season ticket loan
• 6 free therapy sessions per year
• Dog friendly offices
• Free drinks and snacks

Interview Process

First stage: 30‑minute intro and values call with Talent Partner (video). The next stage will involve a deeper discussion of your experience and the role’s expectations.