Working within departments to deliver learning and competency best practice through structured and considered learning administration, support, industry/skill delivery, competency monitoring and evaluation.

* Based in Epsom

* £35,000 salary

* 23 days holiday + bank holidays

* Monday - Friday, 9am - 5:30p

Job specification:

* Develop and manage competency matrices to assess skills and identify learning gaps.

* Plan, conduct, and document training sessions based on competency needs.

* Administer task rotations to support skill development.

* Identify training needs using data from complaints, call reviews, and feedback, and provide targeted solutions.

* Design, centralise, and maintain learning materials.

* Deliver training on industry, products, and skills across teams.

* Coach and mentor agents to improve performance.

* Create and implement induction and learning programs.

* Build a trainer support network for collaboration and consistency.

* Stay informed on departmental processes to align training.

* Evaluate and improve training programs regularly.

Person specification:

* Strong organisational and communication skills.

* Skilled in coaching, facilitation, and stakeholder collaboration.

* Experienced in creating engaging training materials with blended learning methods.

* Naturally curious and eager to learn.

* Analytical problem-solver with attention to detail.

* Quick to grasp new concepts.

* Proficient in IT and training needs analysis.

* Team player with experience in fast-paced customer service.

* Financial services or regulated environment experience (preferred).

Additional information:

* Professional Study Support

* Private Medical Insurance

* Income Protection

* Free Parking

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