Training Advisor

Training Advisor
Manchester – Hybrid
C £33-40k – fantastic benefits package
We are seeking an experienced and dynamic Operations Training Advisor to join our client who is going through an exciting period of growth. This is a fast paced Team who are full of life and deliver training with passion and fun! If you are detailed focused and enjoy delivering engaging training this could be the role for you!
This role is responsible for developing and maintaining knowledge and skills amongst all operational staff. You will design and deliver key operations training inclusive of; intake of new starters, as well as existing operational staff, project change deliver, and career pathway associated learning; ensuring a blended learning approach is maximised with a focus on continuous improvement of content.
The ideal candidate will come from a regulated environment and have experience of working with large contact centres.
You will also work with key operational staff to support existing training interventions and monitor their effectiveness. You will work collaboratively to design, implement and deliver both short- and long-term training and develop solutions which are innovative and creative. You will ensure all training interventions have clear measures of success and ROI identified and are embedded across the operation.
The role will be work collaboratively with our clients wider Training team, to design and deliver effective training to build capability across Customer Services and Operations, focusing on knowledge, skills, and behaviours, driving exceptional customer experience; through innovative and creative learning solutions to meet both long and short-term needs.
KEY RESPONSIBLITIES:

• Lead the design and delivery of impactful learning initiatives
• Develop engaging learning experiences, including inductions, workshops, coaching engagements, and peer learning opportunities
• Collaborate with subject matter experts to create relevant content and materials that align with learning capability strategy
• Build strong relationships with key stakeholders. Collaborate with them to ensure alignment of leadership development, coaching, and team coaching initiatives with business goals
• Implement a robust evaluation framework to assess the effectiveness and impact of leadership development, coaching, and team coaching programmes
• Analyse data, collect participant feedback, and generate insights to drive continuous improvement
• Stay abreast of industry trends, best practices, and emerging technologies in leadership development, Learning and development and E-Learning
• Bring innovative and creative approaches to enhance learning interventions and adapt to the evolving needs of the organisation
• Support the development of a high-performing team of learning and development professionals. Provide coaching, guidance, and support to team members, fostering their professional growth and creating an environment of collaboration and innovation
• Design and deliver operational strategic training in line with business needs to meet required objectives using innovative and dynamic methods of delivery ensuring speed to competence is maximised
• Design, develop, deliver, maintain and evaluate high quality learning solutions & training interventions in line with business priorities, ensuring cost effective methodology to suit the Customer Services & Operations functions

SKILLS & EXPERIENCE REQUIRED:

• Strong experience of learning needs analysis, design, delivery and evaluation in a fast-paced customer services operation
• Proven track record of working with senior stakeholders to drive the L&D agenda to support organisational goals
• Excellent communication skills, with the ability to communicate and influence at all levels throughout the organisation using engaging and effective methods
• Experience of designing and delivering product/service/behavioural training
• Demonstrate a highly engaging, motivational and interactive training style that ensures retention and application of learning, through an experiential and facilitated method
• Identifies and adapts to different learning styles and levels of learning
• Experience of blended learning solutions and up to date learning innovation, in consideration of 70:20:10
• Use of Kirkpatrick’s Evaluation Model
• Knowledge of Financial Services industry and associated FCA requirements
• L&CD Professional qualifications preferred (e.g. CTP / CIPD / NVQ4 or equivalent)

PERSONAL ATTRIBUTES:
STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME