Global Trainer in Cardiff

We’re looking for an experienced and passionate Global Trainer – Claims to join our Global Training team. This is a pivotal role focused on shaping, delivering, and continuously improving claims training across the business, ensuring accuracy, consistency, and alignment with evolving operational and regulatory requirements. Working remotely from anywhere in the UK, you’ll collaborate closely with global claims teams and leadership, with occasional travel to our Cardiff or Surrey offices for in‑person training sessions and company meetings. This role plays a critical part in embedding best‑practice claims handling standards, supporting process change, and fostering a culture of continuous learning across our global operations.

Key Responsibilities

• Conduct comprehensive training needs assessments across Claims, identifying skills gaps, service quality issues, error trends, and efficiency opportunities.
• Design and develop high‑quality claims‑focused training materials in a range of formats, including eLearning, facilitator‑led sessions, SOPs, workflows, and practical guides.
• Deliver and coordinate engaging training sessions, including onboarding, refresher programmes, quality improvement workshops, and targeted upskilling initiatives.
• Work closely with Claims leadership, gaining hands‑on operational exposure (“on the floor”) to ensure training reflects real‑world processes and best practice.
• Provide one‑to‑one coaching aligned to training needs and performance outcomes.
• Track training participation, completion rates, and competency progression through training systems and databases.
• Measure training effectiveness against agreed KPIs, including claims accuracy, quality scores, SLA adherence, and service recovery outcomes.
• Maintain and enhance learning resources within the LMS and claims knowledge bases, ensuring they remain accurate, accessible, and aligned with operational standards.
• Promote consistency in claims training standards and delivery across global teams.
• Stay up to date with claims trends, regulatory requirements, customer service expectations, and learning technologies.
• Support wider Global Training initiatives and projects as required.

About You

You’re a confident, credible trainer with hands‑on claims knowledge and a passion for developing people. You’re comfortable working autonomously while collaborating with global stakeholders, and you enjoy translating complex processes into engaging, practical learning solutions.

Essential Requirements

• Bachelor’s degree with 2+ years’ progressive training and travel insurance claims/assistance experience, or 3+ years’ training experience within travel insurance claims or assistance (travel claims experience strongly preferred).
• Strong instructional design capability with experience delivering training across multiple formats.
• Sound understanding of FCA requirements, Treating Customers Fairly (TCF), and Consumer Duty principles.
• Excellent analytical and attention‑to‑detail skills, particularly when translating regulatory and system processes into clear training materials.
• Clear, confident communicator able to engage diverse audiences and explain complex claims concepts simply.
• Strong project management skills and the ability to manage multiple priorities effectively.
• Proficient in MS Office, particularly for documentation, process mapping, and content creation.

Soft Skills & Competencies

• Engaging presentation and facilitation skills.
• Cultural intelligence and experience working with global teams.
• Positive, adaptable, and resilient approach in a fast‑paced claims environment.
• Strong stakeholder engagement and collaboration skills.
• Data‑driven mindset, with the ability to assess impact and drive continuous improvement.

Preferred Skills

• Experience in travel insurance, health insurance, or customer‑facing service environments.
• Familiarity with AI‑enabled learning tools and digital content creation.
• Fluency in English essential; additional languages are an advantage.

Why Join Us?

• Work from home with flexibility, supported by a collaborative global team.
• Competitive salary with performance‑based bonus.
• Make a real impact by improving claims quality, efficiency, and service outcomes.
• Be part of a business committed to learning, development, and continuous improvement.

Apply today and take the next step in your career.