L&D Specialist

Office Angels; Tadworth; In loco; GBP 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

Office Angels Limited is seeking an L&D Specialist (Training & Competency) to manage operational and regulatory training for all customer-facing teams in Tadworth. This 12-month FTC role focuses on creating effective induction and ongoing development to drive excellent customer outcomes.

You will design and deliver training, conduct learning needs analyses, and provide 1:1 coaching while collaborating with stakeholders across the organisation.

Competenze

• Proven experience in delivering operational and regulatory training within an FCA regulated environment.
• Ability to build and lead effective training programmes that support the embedding period for new staff.
• Strong understanding of FCA regulations, including Consumer Duty and Vulnerability.
• Excellent communication skills, capable of adapting to diverse communication styles and delivering clear feedback.
• Familiarity with training governance frameworks and experience in data manipulation for insightful reporting.
• Knowledge of various learning methodologies and stages of the learning cycle.

Mansioni

• Own and deliver the Customer Outcomes Induction experience, ensuring all new hires are equipped with the necessary skills from day one.
• Design and facilitate operational and technical training for customer-facing roles, adapting to various learning styles.
• Conduct learning needs analysis to identify training opportunities within departments, leading to enhanced performance and customer satisfaction.
• Provide 1:1 coaching sessions with employees to foster their development and ensure strong customer outcomes.
• Collaborate with stakeholders at all levels to drive effective learning solutions across the organisation.
• Develop engaging learning aids and bite-sized sessions to support knowledge development at different attainment levels.
• Proactively improve L&D operational training processes and support the wider development strategy alongside the Training & Competency Manager.

Descrizione del lavoro

L&D Specialist (Training & Competency)

Position Type: FTC - 12 months

Salary: Competitive

Location: Tadworth

About the Opportunity

Our client, a dynamic organisation committed to the development and growth of its employees, is seeking an L&D Specialist (Training & Competency) to play a pivotal role in managing operational and regulatory training for all customer-facing departments. This is a fantastic opportunity for an enthusiastic professional who thrives in a fast-paced environment and is passionate about driving positive customer outcomes through effective learning solutions.

Key Responsibilities

• Own and deliver the Customer Outcomes Induction experience, ensuring all new hires are equipped with the necessary skills from day one.
• Design and facilitate operational and technical training for customer-facing roles, adapting to various learning styles.
• Conduct learning needs analysis to identify training opportunities within departments, leading to enhanced performance and customer satisfaction.
• Provide 1:1 coaching sessions with employees to foster their development and ensure strong customer outcomes.
• Collaborate with stakeholders at all levels to drive effective learning solutions across the organisation.
• Develop engaging learning aids and bite-sized sessions to support knowledge development at different attainment levels.
• Proactively improve L&D operational training processes and support the wider development strategy alongside the Training & Competency Manager.

What You'll Bring

• Proven experience in delivering operational and regulatory training within an FCA regulated environment.
• Ability to build and lead effective training programmes that support the embedding period for new staff.
• Strong understanding of FCA regulations, including Consumer Duty and Vulnerability.
• Excellent communication skills, capable of adapting to diverse communication styles and delivering clear feedback.
• Familiarity with training governance frameworks and experience in data manipulation for insightful reporting.
• Knowledge of various learning methodologies and stages of the learning cycle.

Desirable Experience

• Experience in building digital learning solutions and familiarity with the motor finance or secured loans industry.
• Previous experience in Quality Assurance within a contact centre environment.
• A background in coaching and managing training programmes for outsourced contact centre partnerships.

The Ideal Candidate

• A passionate, energetic self-starter with a customer-centric ethos and a focus on delivering exceptional outcomes.
• A pragmatic problem solver who listens attentively and pays strong attention to detail.
• Well-organised, capable of managing high workloads in a dynamic environment.
• Analytical and methodical, with the ability to interpret data from various streams.
• Confident in public speaking, especially in delivering engaging training sessions.

Why Join Our Client?

• A supportive environment that fosters personal and professional development.
• A full induction to ensure a great start and ongoing opportunities to enhance core skills.
• Regular 1:1 coaching and guidance from management to help you thrive.
• The chance to own integral training material that directly impacts customer outcomes and contributes to the overall success of the organisation.

This role is regulated and classified as a Senior Manager position, representing a significant step in your L&D career. If you're ready to make a difference and drive effective learning solutions, this is the perfect opportunity for you!

We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace.

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more.

By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive.

If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels UK is an Equal Opportunities Employer.