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- Job Title/Location: Training & Competency (T&C) Specialist, Epsom
- Salary: To £35,000 + bonus + pension to 16% + free parking
- Office/WFH: Initial design & implementation stage will be office based. Then there is flex for up to 2 days WFH
- Requirements: Proven T&C experience within Financial Services, Banking, Insurance or another regulated industry. Ideally you will be able to conduct training needs analysis, design & deliver and evaluate training.
- Role Snapshot: Supporting the implementation and ongoing maintenance of Training & Competency in several customer facing teams.
Great company to work for, good reputation in the market, expanding steadily - excellent time to join the business and become integral to their growth moving forward.
The Company: A highly professional Financial Services company, having expanded healthily over the last few years. A very ethical business, genuine onus on looking after customers with a positive, professional and friendly feel within the offices.
The Role: The T&C Specialist role is central to the ongoing development of our clients Customer Service functions, covering several teams. In working with a number of key stakeholders, your main responsibilities will include:
- Design, implement and oversee T&C across customer facing teams which defines and documents/evidence ongoing competency levels.
- Design, implement and oversee a structured approach for initial (induction) and ongoing T&C performance monitoring, assessments and individual action plans
- Conduct Learning Needs Analysis to identify competency gaps (through complaints data, knowledge retention tool results, call reviews, feedback) and recommend learning solutions.
- Curate and/or design learning material/solutions meeting learning objectives & learner needs.
- Develop line managers, supervisors and trainers to enhance their coaching and competency assessment/supervision skills
- Use data to evaluate learning, identify trends and highlight areas for improvement
- Support and embed central Learning & Development initiatives and a 'culture of continuous learning’ into the customer facing teams
Skills / Experience Required: For this T&C Specialist role you must have proven T&C experience within Financial Services, Banking, Insurance or another regulated industry. You should be able to conduct training needs analysis, design & deliver and evaluate training. Ideally this experience will have been within a customer service/call centre environment.
Additional Information: Salary for the T&C Specialist role is to £35,000 + company bonus, pension to 16%, free parking, study support, life & health benefits. A lovely working environment, a progressive business with a track record of training and developing people. Please apply below.
The T&C Specialist role is only one of many vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 30 years of experience in this field. Areas of focus include administration, compliance, business analysis, customer service, project/programme management, paraplanners, sales support, marketing, underwriters and group risk/employee benefits related roles. Check the website and feel free to call Darren Snell at any time.
