Quality Coach & Trainer for Client Experience

Staff Power Group; North East; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Company pension contribution

33 days annual leave including Bank H'

Job summary

Staff Power Group is seeking a Trainer and Quality Coach in Newcastle to shape how colleagues learn, develop and deliver outstanding client experiences. You will design and deliver training, coach for performance and tie learning to client outcomes across a regulated environment.

You will engage with leaders and teams to turn client insights into improvements, adapt approaches to individual strengths, and support colleagues as they transition from learning to practice.

Qualifications

• Experience of training, including designing and delivering content.
• Strong communication and facilitation skills.
• Ability to provide constructive, evidence-based feedback in a supportive way.
• Strong listening skills and the ability to recognise opportunities for development.
• Ability to make complex information clear, relevant and engaging.
• A genuine interest in helping people develop and succeed.
• Strong organisation and attention to detail.
• Comfortable taking ownership, sharing ideas and challenging existing ways of working where improvements can be made.

Responsibilities

• Create engaging learning experiences that help new and existing colleagues build confidence, knowledge and capability.
• Deliver induction, onboarding, refresher, process, system and regulatory learning in a way that connects requirements to their impact on clients.
• Adapt training and coaching approaches to individuals, recognising different strengths, experiences and development needs.
• Create opportunities for colleagues to reflect on their performance, build on what they do well and take ownership of their development.
• Support colleagues as they move from learning into their role, helping them feel confident and equipped to succeed.
• Listen to client calls to understand the quality of the experience being delivered and recognise both great practice and opportunities for development.
• Provide timely, balanced and constructive feedback that helps colleagues understand the impact of their conversations on clients.
• Use coaching to help colleagues strengthen their communication, knowledge, confidence and judgement.
• Complete follow-up reviews to recognise progress and support sustained improvement.
• Identify recurring themes and use these insights to shape future training, coaching and development.
• Highlight strong examples of client service so that good practice can be shared and learnt from across the team.
• Create and continuously improve learning materials, assessments and resources that make it easier for colleagues to succeed.
• Work with colleagues, leaders and subject matter experts to keep learning relevant, accurate and connected to the realities of the role.
• Use feedback, quality outcomes and client interactions to identify opportunities to improve the colleague and client experience.
• Take ownership of ideas and improvements within the training and coaching environment, using individual strengths and interests to help evolve how learning is delivered.
• Share themes, risks and opportunities with the Training Manager and operational leaders, helping turn insight into practical improvements.
• Escalate significant quality, conduct, compliance or client outcome concerns appropriately.

Skills

Training delivery

Coaching

Learning design

Communication

Feedback

Facilitation

Listening

Organization

Education

L&D qualification

Job description

Staff Power Group is seeking a Trainer and Quality Coach in Newcastle to shape how colleagues learn, develop and deliver outstanding client experiences. You will design and deliver training, coach for performance and tie learning to client outcomes across a regulated environment.

You will engage with leaders and teams to turn client insights into improvements, adapt approaches to individual strengths, and support colleagues as they transition from learning to practice.