Regulatory Training Lead - FCA, Consumer Duty & Outcomes

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

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.