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- Tasks: Lead training and competency programmes to enhance team performance and customer experience.
- Company: Join a Fortune 500 company with a global presence in insurance and investment operations.
- Benefits: Enjoy a competitive salary, annual bonus, 25 days holiday, and comprehensive health benefits.
- Why this job: Be part of a growing team focused on innovation and professional development in a dynamic environment.
- Qualifications: Experience in call centres or financial services, with strong coaching and communication skills required.
- Other info: Opportunities for career growth and skill development in a supportive workplace.
The predicted salary is between 36000 - 60000 £ per year.
Do you have contact centre training & coaching experience?
The opportunity: It’s an exciting time to join as the business grows and we currently have an exciting new opportunity for a Training and Competency Adviser to join the team in Manchester. The Direct Division offers a range of products including professional indemnity, public liability, employers liability, D&O, property, occupational personal accident, legal representation and employment cover, and cyber. Our distribution channels fall into 3 key categories; markets which are created through direct to consumer channels; online or via our UK call centre, through our white label introducer network and our most recent development is the creation of our digital partner proposition providing API integrations into Insurtechs or broker platforms.
We have two retail brands that attract customers from different sectors of the micro/SME market; running for 10 years and targeting multiple sectors including IT, fitness, therapists, photographers and charities & community groups. We offer specialist insurance to contractors, consultants, freelancers, self-employed professionals and to the oil & rail sectors. We have set the strategy to double the size of the business by 2030, having previously doubled the size since 2019. We have seen successful and profitable growth and see specialist insurance solutions as the way to continue to deliver that ambition.
What you’ll be doing:
- Supporting the management of compliance and risks across the department
- Own and deliver training and competency programs across the Direct business function, assessing the overall success as well as individuals' competency
- Complete and develop training needs analysis, with a significant emphasis on delivering a first-class customer experience
- Embed operational KPIs in support of productivity goals
- Embed the organisational culture and values across the team
- Focus on performance management reporting outcomes to Team Leaders, Head of Operations, and Divisional Director, with suggestions to improve success
- Work with internal and external partners to lead process improvements across the competency portfolio to drive success across the function
Our must haves:
- Experience in the insurance or financial services sector would be beneficial
- Demonstrate customer service / sales expertise within a call centre environment, with proven success in delivering improvements
- Adopt a coaching and mentoring style
- Maintain a customer-focused approach and attention to detail, while being a confident communicator, with the ability to influence a variety of stakeholders
- Exhibit excellent organisational skills while being flexible enough to adapt to changing circumstances
- Work closely and flexibly with other team members
- Demonstrate a high level of professionalism, integrity, and commitment
- Thrive in a fast-paced environment
- Bring a hands-on approach, with high energy levels and self-motivation
- Have experience in coaching and developing small teams
Who they are: Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.
What’s in it for you? A great starting salary plus annual bonus & strong benefits package… 25 days paid holiday plus Bank Holidays, with the opportunity to buy / sell extra leave. Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer. There are countless opportunities to learn new skills and develop in your career and we can provide the support needed to do just that.
Training Advisor employer: Avencia Consulting Services
Contact Detail:
Avencia Consulting Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Training Advisor
✨Tip Number 1
Familiarise yourself with the insurance and financial services sector. Understanding the products and services offered, especially in relation to compliance and risk management, will give you an edge during interviews.
✨Tip Number 2
Highlight your coaching and mentoring experience. Be prepared to discuss specific examples of how you've successfully developed teams or individuals in a call centre environment, as this is crucial for the Training Advisor role.
✨Tip Number 3
Demonstrate your customer service expertise. Prepare to share instances where you've improved customer experiences or resolved issues effectively, showcasing your ability to maintain a customer-focused approach.
✨Tip Number 4
Network with current employees or industry professionals. Engaging with people in similar roles can provide insights into the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace Training Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in training and coaching, particularly within a contact centre or insurance environment. Use specific examples to demonstrate your success in delivering training programmes and improving customer service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for training and development. Mention how your skills align with the company's goals, especially their focus on customer experience and performance management.
Highlight Relevant Skills: In your application, emphasise skills such as coaching, mentoring, and communication. Provide examples of how you've influenced stakeholders and improved team performance in previous roles.
Showcase Your Adaptability: Demonstrate your ability to thrive in fast-paced environments by sharing experiences where you successfully adapted to changing circumstances. This will resonate well with the company's dynamic culture.
How to prepare for a job interview at Avencia Consulting Services
✨Showcase Your Coaching Experience
Make sure to highlight your previous experience in training and coaching, especially within a contact centre environment. Be prepared to discuss specific examples of how you've successfully improved team performance and customer service.
✨Understand the Company’s Products
Familiarise yourself with the range of products offered by the company, particularly in the insurance sector. This knowledge will demonstrate your interest in the role and help you answer questions more effectively.
✨Emphasise Customer Focus
Since the role requires a strong customer-focused approach, be ready to share instances where you've gone above and beyond to enhance customer experience. This will show that you align with the company's values.
✨Prepare for Behavioural Questions
Expect behavioural interview questions that assess your adaptability and problem-solving skills. Use the STAR method (Situation, Task, Action, Result) to structure your responses and provide clear, concise examples.
