L&D Specialist

L&D Specialist (Training & Competency) Job Title: L&D Specialist (Training & Competency) Location: Tadworth Salary: Competitive Employment Type: FTC - 12 months 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 deliver...

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