Training and Competency Specialist

TN United Kingdom; Epsom; On-site; GBP 35,000 - 45,000; Full time

Job description

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Training and Competency Specialist, Epsom

Client:

Heat Recruitment

Location:

Epsom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

dbb1081c3d8c

Job Views:

3

Posted:

24.04.2025

Expiry Date:

08.06.2025

Job Description:

Salary £40,000 - £45,000

Type: Permanent

Workplace: On-Site

Ref: 87646

Our client, a highly professional Financial Services organisation, are seeking a T&C Specialist to join their growing team. This important role is central to the ongoing development of our clients' Customer Service functions, covering several teams.

In working with a number of key stakeholders, your main responsibilities will include:

1. Design, implement and oversee T&C across customer facing teams which defines and documents/evidence ongoing competency levels.
2. Design, implement and oversee a structured approach for initial (induction) and ongoing T&C performance monitoring, assessments and individual action plans.
3. Conduct Learning Needs Analysis to identify competency gaps (through complaints data, knowledge retention tool results, call reviews, feedback) and recommend learning solutions.
4. Curate and/or design learning material/solutions meeting learning objectives & learner needs.
5. Develop line managers, supervisors and trainers to enhance their coaching and competency assessment/supervision skills.
6. Use data to evaluate learning, identify trends and highlight areas for improvement.
7. Support and embed central Learning & Development initiatives and a culture of continuous learning into the customer facing teams.

Skills / Experience Required: For this T&C Specialist role you must have proven T&C experience within Financial Services, Banking, Insurance or another regulated industry. You should be able to conduct training needs analysis, design & deliver and evaluate training. Ideally, this experience will have been within a customer service/call centre environment.

Additional Information: Salary for the T&C Specialist role is to £35,000 + company bonus, pension to 16%, free parking, study support, life & health benefits. A lovely working environment, a progressive business with a track record of training and developing people.