Learning & Development Trainer
Skills
Contact CentersContinuous ImprovementData AnalyticsEmployee Assistance ProgramsFood Cost AnalysisHealthcareLOOKUP
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience in Learning & Development or Training within an FCA regulated operational environment ideally insurance or financial services
- Strong understanding of adult learning theory and blended learning principles
- Knowledge of training evaluation frameworks and continuous improvement practices
- Understanding of customer service principles and contact centre operations
- Working knowledge of coaching techniques that drive performance improvement
- Knowledge of the UK home insurance market
- Understanding of FCA regulations Consumer Duty and vulnerable customer requirements
- Proven track record in designing and delivering engaging blended learning programmes
- Excellent facilitation presentation and written verbal communication skills
- Ability to distil complex information into clear practical learning
- Strong stakeholder management with the confidence to influence managers and subject matter experts
- Ability to diagnose learning needs and select appropriate interventions
- Excellent organisational skills with the ability to manage multiple priorities and deadlines
- Strong IT capability including Microsoft 365 and learning platforms
- Experience evaluating learning effectiveness using learner feedback observations and performance data
- Proactive adaptable and collaborative approach in a fast paced environment with regularly evolving requirements
- Experience supporting change programmes and implementing new products systems or processes
- Excel skills including pivot tables lookups and charts and ability to build and maintain learning dashboards
- Competency with AI tools used responsibly within governance and data protection standards
Nice to have
- Inclusive
- Proactive
- Adaptable
- Collaborative
- Innovative
- Customer focused
- Detail oriented
- Confident facilitator
Day to day
- Design, develop and maintain blended learning materials aligned to business objectives and FCA and Consumer Duty requirements.
- Deliver engaging classroom virtual and on-the-job training across inductions technical knowledge systems customer service and regulatory topics.
- Partner with operational leaders and subject matter experts to identify learning needs improve competence and support a continuous learning culture.