Training and Support Officer

North Yorkshire Council; Northallerton; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A local government organization is seeking a Training and Support Officer to develop and deliver engaging training programmes for customer service staff. This pivotal role involves collaboration with managers and continuous improvement practices. The position offers a hybrid work model requiring some travel across Northallerton. Ideal candidates have experience in training, excellent communication skills, and the ability to adapt to change. Competitive benefits include a local government pension scheme and employee discounts.

Benefits

Local government pension scheme with 18.1% employer contribution

Salary sacrifice schemes

Travel loans

Wellbeing support

Employee discounts

Qualifications

• Proven experience in designing and delivering training programmes, ideally in customer service.
• Ability to promote diversity and inclusion.
• Attention to detail and proactive in supporting service improvements.

Responsibilities

• Develop and deliver training packages for CRB staff.
• Collaborate with service managers for process changes.
• Monitor training attendance and feedback for improvement.

Skills

Designing training programmes

Excellent communication skills

Interpersonal skills

Adaptability to change

Identifying training needs

Tools

Digital tools

Customer engagement platforms

Job description

Role summary….

Are you looking for a role where you can shape and deliver training programmes? Do you thrive in a dynamic environment where customer service and continuous improvement are at the heart of everything you do?

We’re looking for a Training and Support Officer to join our Customer, Revenues and Benefits (CRB) team. This is a pivotal role where you’ll design and deliver responsive, engaging, and inclusive training programmes that ensure our staff have the skills and knowledge to provide accurate, compliant, and customer-focused services.

The role offers the opportunity to work on a hybrid basis, with minimum 2 days per week working from an office base of Harrogate or Northallerton—depending on which is closest to you home address. However, as part of the role you will need to travel across the county to deliver in person training.

Duties and responsibilities…

• Develop and deliver training packages for new and existing staff across CRB services.
• Collaborate with service managers and the wider Customer Experience team to implement changes in processes, systems, and legislation.
• Maintain and enhance our internal training materials.
• Deliver training using a variety of formats – from live demonstrations and written guides to videos and flowcharts.
• Support induction programmes and wellbeing initiatives.
• Monitor training attendance, impact, and feedback to continuously improve delivery.
• Liaise with internal teams to ensure training aligns with strategic goals and service standards.

What you will bring…

The ideal candidate for this role will bring;

• Proven experience in designing and delivering training programmes, ideally within customer service or public sector environments. Alternatively, experience of training/being the “go to” person for inductions and sharing skills.
• Excellent communication and interpersonal skills, with a commitment to diversity and inclusion.
• Confidence working with digital tools and customer engagement platforms.
• Adaptable to change and be able to promote a culture of continuous learning.
• A proactive approach to identifying training needs and supporting service improvements.
• A keen eye for detail.

In your application, we would love to hear about your knowledge and/or experience working in local government environment or similar.

Why Join Us?

• Be part of a forward-thinking team that values innovation, collaboration, and customer excellence.
• Make a real impact by shaping how services are delivered and experienced.
• Work in a supportive environment where your ideas and contributions are valued.

In addition to your salary, we offer a range of great benefits to help you financially and make life a bit easier.

These include:

• a local government pension scheme with 18.1% employer contribution
• salary sacrifice schemes
• travel loans
• Health Assured – confidential help and support for your wellbeing
• employee discount benefits including shopping, supermarkets, gym discounts and more!

Click on our Total Rewards Brochure at the bottom of this advert to see the full range of benefits.

Contact

For more information or an informal discussion please contact [e-mail]

Key Documents:

Job Description

To apply please click the Apply Now link below.