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An exciting and newly created opportunity to work for our highly established client in Epsom.
A proven track record of designing and implementing a Training and Competency framework/programme and conducting training needs analysis within a regulated environment is essential.
- Based in Epsom
- Up to £35,000 salary (DOE)
- Monday - Friday, 9am - 5:30pm
- Hybrid working available after initial design period
- Excellent benefits package
- Free parking
Job Description:
- Design, implement, and oversee the Training & Competency (T&C) framework for customer-facing teams, ensuring ongoing competency is documented and evidenced.
- Establish a structured approach for both initial (induction) and continuous T&C performance monitoring, including assessments and tailored action plans.
- Conduct Learning Needs Analysis (LNA) using complaints data, knowledge retention results, call reviews, feedback, and L&D insights to identify skill gaps and training needs.
- Develop and curate engaging learning materials and solutions tailored to meet specific objectives and learner needs.
- Facilitate and support ongoing learning initiatives, including huddles, workshops, and peer-to-peer training sessions.
- Build and maintain a trainer support network across teams to promote collaboration, develop training skills, and ensure a consistent approach.
- Equip line managers, supervisors, and trainers with the skills needed to enhance coaching, competency assessment, and supervision.
- Leverage data insights to evaluate training effectiveness, identify trends, and drive continuous improvement.
- Champion and integrate central Learning & Development initiatives, fostering a culture of continuous learning within customer-facing teams.
- Provide support to the People team on various initiatives and day-to-day activities as needed.
Person Specification:
- Skilled in designing, implementing, and overseeing T&C frameworks in customer-facing, call centre, and regulatory environments.
- Proficient in conducting Training Needs Analysis (TNA), designing, delivering, and evaluating training programs following the Training Cycle.
- Quickly self-learns new technologies using a proactive, problem-solving approach.
- Effectively conveys and receives information, adapting communication style to influence, persuade, and connect with stakeholders across all levels.
- Manages workload efficiently, taking responsibility for achieving goals within agreed deadlines.
- High attention to detail.
- Recognises, understands, and manages emotions—both personal and others'—to foster strong relationships and collaboration.
- Works cooperatively with others to achieve shared organizational goals.
- Identifies and analyses challenges, making data-driven decisions and providing logical solutions.
- Proactively seeks opportunities for growth and improvement, fostering a mindset of continuous learning and development.
Refer a friend and earn £100! If you have a friend who is also searching for a new opportunity in the local area, recommend Optima and if we place them (providing they complete their 3-month probation period), you will receive a £100 retail voucher of your choice!
Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.
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Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
