Customer Operations Training Consultant
£21.65 per hour
Temp booking until mid 2025
Office role - some travel involved in Feb/March 2025 to London or Scotland.
This role exits to design and deliver customer-centric compliance training for colleagues across the Customer Operations department, providing bespoke interactive experiences for technical, process and soft skills training.
They are responsible for designing and delivering training material that is of a regulatory nature and also communicating changes to systems, processes and / or procedures to operational colleagues, creating engaging, effective and efficient training solutions to ensure compliant delivery of customer services
They are also jointly responsible for the training relationship with our Outsource Partners delivering training to support during high recruitment periods and / or when there are challenges with training design and / or delivery, working closely with OSP training and operational departments to ensure there is a high degree of consistency of training output
The Training Consultants are also responsible for all accreditation activity across all of Customer Operations and also for the 3 current Outsource Partners. This ensures that there are consistent, approved standards in place across all customer interactions in both our regulatory and non-regulatory worlds.
We are looking for a candidate who has excellent presentation and engagement competence across multi-media channels. They must have strong evaluation skills to assess effectiveness of training actions including financials of training and ability to coach and motivate others.
The successful candidate will have;
• Demonstrable experience of developing, designing and delivering training to large groups of colleagues
• Proven track record of stakeholder management experience including interfaces with Legal and Compliance Teams
• TAPi or CIPD qualified or qualified through experience (desirable).
• Experience within the Financial Services and/or relevant Automotive sector(s), or alternatively, experience of operating in B2C environments (desirable)
• Managing stakeholders at varying levels and operating within/delivering through cross functional teams.
• Full PC literacy essential including MS Tools.
• A thorough understanding of the company’s product portfolio and the behaviours of products.
• Detailed understanding of operational, system and process developments to ensure that changes are understood and trained effectively.
• A-Level qualification or equivalent level, particularly in Maths and English. Degree level qualification preferred.
Quality Personnel acting as an Employment Agency & Business (rated as one of the top 3 Agencies in Milton Keynes for the 5th year running!).
Please note due to the volume of applications we receive you will only be contacted if we are progressing your application.