L&D Specialist

About the Opportunity

Our client, a dynamic organisation committed to the development and growth of its employees, is seeking an L&D Specialist (Training & Competency) to play a pivotal role in managing operational and regulatory training for all customer-facing departments.

This is a fantastic opportunity for an enthusiastic professional who thrives in a fast-paced environment and is passionate about driving positive customer outcomes through effective learning solutions.

Key Responsibilities

• Own and deliver the Customer Outcomes Induction experience, ensuring all new hires are equipped with the necessary skills from day one.
• Design and facilitate operational and technical training for customer-facing roles, adapting to various learning styles.
• Conduct learning needs analysis to identify training opportunities within departments, leading to enhanced performance and customer satisfaction.
• Provide 1:1 coaching sessions with employees to foster their development and ensure strong customer outcomes.
• Collaborate with stakeholders at all levels to drive effective learning solutions across the organisation.
• Develop engaging learning aids and bite-sized sessions to support knowledge development at different attainment levels.
• Proactively improve L&D operational training processes and support the wider development strategy alongside the Training & Competency Manager.

What You'll Bring

• Proven experience in delivering operational and regulatory training within an FCA regulated environment.
• Ability to build and lead effective training programmes that support the embedding period for new staff.
• Strong understanding of FCA regulations, including Consumer Duty and Vulnerability.
• Excellent communication skills, capable of adapting to diverse communication styles and delivering clear feedback.
• Familiarity with training governance frameworks and experience in data manipulation for insightful reporting.
• Knowledge of various learning methodologies and stages of the learning cycle.

Desirable Experience

• Experience in building digital learning solutions and familiarity with the motor finance or secured loans industry.
• Previous experience in Quality Assurance within a contact centre environment.
• A background in coaching and managing training programmes for outsourced contact centre partnerships.

The Ideal Candidate

• A passionate, energetic self-starter with a customer-centric ethos and a focus on delivering exceptional outcomes.
• A pragmatic problem solver who listens attentively and pays strong attention to detail.
• Well-organised, capable of managing high workloads in a dynamic environment.
• Analytical and methodical, with the ability to interpret data from various streams.
• Confident in public speaking, especially in delivering engaging training sessions.

Why Join Our Client?

• A supportive environment that fosters personal and professional development.
• A full induction to ensure a great start and ongoing opportunities to enhance core skills.
• Regular 1:1 coaching and guidance from management to help you thrive.
• The chance to own integral training material that directly impacts customer outcomes and contributes to the overall success of the organisation.

This role is regulated and classified as a Senior Manager position, representing a significant step in your L&D career.

If you're ready to make a difference and drive effective learning solutions, this is the perfect opportunity for you!