Operational Training Specialist

Capital on Tap

Cardiff

Hybrid

GBP 32,000 - 44,000

Full time

14 days+

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Benefits offered by this job

Private Healthcare including dental, &

Worldwide travel insurance

Anniversary Rewards (£250, £500, £750,

Salary Sacrifice Pension Scheme up to

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 in our offices

Job summary

Capital on Tap is seeking an Operational Training Specialist in Cardiff to design and deliver onboarding and ongoing upskilling for our Customer Operations team. You will create engaging training materials, lead sessions on new products and processes, and maintain accurate knowledge bases to support frontline staff.

You'll work with SMEs across functions, manage the content lifecycle, ensure compliance and timely updates, and adapt training to ensure operational readiness while accommodating 3

Qualifications

Proven experience in Learning & Development or real-time coaching in a fast-paced Customer Operations environment.
Ability to simplify complex processes into clear training materials.
Strong organizational skills to manage multiple updates and sign-offs.
Experience supporting teams through product launches or system changes.
Ability to build relationships with multiple stakeholders.
Excellent communication with frontline staff and leaders.
Experience using performance metrics to drive program improvement.

Responsibilities

Develop, and implement unified onboarding programs for all new hires across Customer Operations to ensure they are equipped with the foundational knowledge and skills required for their roles.
Develop, deliver, and facilitate engaging and impactful training sessions and workshops for the existing team on new products, processes, systems, and compliance updates to drive continuous upskilling and development of colleagues.
Collaborate closely with cross-functional Subject Matter Experts (SMEs) to identify training needs and translate complex operational procedures into clear, accessible, and compliant training materials.
Manage the end-to-end content lifecycle of all training materials, shared knowledge assets, and departmental documentation, ensuring they are accurate, up-to-date, and serve as the single source of truth for the Customer Operations team.
Maintain strict documentation and sign-off protocols for all training and operational assets to ensure full compliance with internal regulations.
Evaluate the effectiveness of training and onboarding programs using performance metrics, feedback, and assessments to drive continuous improvement and ensure the "operational readiness" of frontline colleagues.
Have flexibility in shift times to ensure that there is full coverage for training delivery and front line support duties

Skills

Onboarding design & delivery

Training materials creation

Public speaking & training

SME collaboration

Documentation management

Compliance knowledge

Performance metrics analysis

Job description

We're Capital on Tap

Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.

Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We've done a pretty good job so far, but we're just getting started!

Cardiff | 3 days per week in the office

Support Services / Customer Operations

As an Operational Training Specialist, your mission is two-fold: to design and deliver best-in-class onboarding programs for new hires, and to ensure the continuous upskilling of our existing Customer Operations team. You will create engaging training materials and lead sessions on new products, processes, and systems. This role also involves the critical task of creating, maintaining, and updating shared knowledge and departmental documentation, ensuring our frontline teams are supported with accurate, timely, and compliant information that is the foundation for all training efforts.

What You'll Be Doing

Develop, and implement unified onboarding programs for all new hires across Customer Operations to ensure they are equipped with the foundational knowledge and skills required for their roles.
Develop, deliver, and facilitate engaging and impactful training sessions and workshops for the existing team on new products, processes, systems, and compliance updates to drive continuous upskilling and development of colleagues.
Collaborate closely with cross-functional Subject Matter Experts (SMEs) to identify training needs and translate complex operational procedures into clear, accessible, and compliant training materials.
Manage the end-to-end content lifecycle of all training materials, shared knowledge assets, and departmental documentation, ensuring they are accurate, up-to-date, and serve as the single source of truth for the Customer Operations team.
Maintain strict documentation and sign-off protocols for all training and operational assets to ensure full compliance with internal regulations.
Evaluate the effectiveness of training and onboarding programs using performance metrics, feedback, and assessments to drive continuous improvement and ensure the "operational readiness" of frontline colleagues.
Have flexibility in shift times to ensure that there is full coverage for training delivery and front line support duties

Our Values & Culture

Just Pilot: We never settle for "good enough". We pilot new ideas fast, ask questions to figure it out, and scale quickly.
Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
Be a Buddy: We tap in from day one to help the team, we do the right thing even if it's hard.
Owners and Dates: We don't chase people. If you own a task and agree to a date, the expectation is that it gets done.
Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We're Looking For

Proven experience in a Learning & Development or Real-Time Coaching role within a fast-paced Customer Operations environment.
Exceptional ability to simplify complex internal processes into clear, engaging, and compliant training materials.
Highly organised with a proven ability to manage multiple document updates and stakeholder sign-offs simultaneously while adhering to strict timelines.
A track record of supporting teams through transitions, such as new product launches or system changes, through effective information sharing and clear training sessions.
Ability to build relationships across multiple stakeholders to ensure the best quality service is delivered.
Excellent communication skills, capable of delivering complex information clearly and concisely to frontline staff and senior leaders.
Experience utilising performance and feedback metrics to evaluate training effectiveness and drive continuous program improvement.

Interview Process

Stage 1: 30 minute values and intro call with a Talent Partner
Stage 2: 60 minute competency based interview with the Training and Development Manager

Diversity & Inclusion

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks