Customer Service Trainer - CIPD qualified Learning & Development

We are looking for an experienced Customer Service Trainer, Training Designer or L & D Practitioner, who will work closely with our team of trainers; coaching and supporting them to design and deliver exceptional training to all Customer Support new starters and to design and deliver upskilling to develop the contact centre team.

Our new corporate strategy outlines a bold and challenging vision of how pensions regulation should evolve to keep pace with a change in the scale and nature of the industry. We are at the start of that journey. Join us to find out what part you can play.

We are still working remotely and are transitioning to a hybrid working model by April 2022, subject to government guidelines, where regular attendance in our Brighton office will be required.  

OVERVIEW ROLE:

• Support, assess and coach the department trainers to enable effective learning and development

• Ensure all learning programmes meet business and learner requirements

• Evaluate and assess the effectiveness of the learning material and identify requirements for continuous improvement

• Support trainers to deliver high quality learning programmes from design to evaluation

• Delivery of demonstrable improvements of learning materials, training delivery, and learner outcomes

• Develop a flexible and multi-skilled training team increasing capability to deliver a range of learning solutions and improve customer and learner experience.

• Lead a review of the L&D curriculum in line with business priorities and blended learning solutions to maximise staff engagement and development.

• Develop and embed all aspects of the training cycle to enable effective learning needs analysis and evaluate and report on the effectiveness of learning events and solutions.

• Develop mechanisms to produce learner and training records and enable reporting on L&D metrics and team objectives.

ESSENTIAL & DESIRABLE:

• CIPD qualification in learning and development or equivalent

• Understanding and practical experience of adult learning and development techniques and methodologies, gained through extensive experience as a trainer/HR professional in an equivalent environment

• Extensive facilitation and coaching experience

• Knowledge of customer service call handling techniques in a contact centre environment

• Experience of communicating and presenting to large groups and all levels and of influencing and developing individuals and teams (internal)

• Ability to quickly learn new information and support delivery of effective and tailored learning programmes

• Understanding of differing learning styles and approaches to deliver both technical and behavioural learning

• Understanding and practical experience of using best practise learning and development evaluation methodologies

• Knowledge of identifying and embedding continuous improvement

Maintain continuous professional development to remain competent in relation to adult learning techniques and methodologies