As a Trainer for Customer Outcomes & Regulatory, you will own all of our regulatory training and any training that shapes the outcomes our customers receive. You will turn what Quality Assurance, complaints, Compliance and regulatory change tell us into training that delivers a positive experience to all our Customers. You will report to the Head of HR and work closely with our Compliance, Quality Assurance and Customer Experience teams.
What you’ll do
The Trainer for Customer Outcomes & Regulatory will be involved in the following activities:
- Owning all regulatory training, including our twice-yearly regulatory eLearning, Consumer Duty and the FCA Conduct Rules
- Tracking completion of mandatory training and following up with managers where it is overdue
- Designing and delivering training on vulnerable customers, complaints handling and customer service skills
- Owning our call model refresher: designing the session, training team leaders to deliver it to their teams, and monitoring and follow-up on progress
- Designing and delivering quarterly refresher workshops for all Operations colleagues
- Working with QA and Compliance to review quality findings, poor outcomes and complaint themes, and turning them into targeted training
- Updating training quickly when regulation, guidance or our policies change, with sign-off from Compliance
- Making sure regulatory and customer outcomes content is accurate across all of our training
- Planning your own programme, keeping records up to date, and reporting themes and completion to the Head of HR
- Covering for the Lead Trainer when needed
What you’ll bring
Essential
- Proven experience designing and delivering training in an FCA-regulated or similarly regulated environment
- Good working knowledge of Consumer Duty, the FCA Conduct Rules, vulnerable customers and complaints handling
- Experience of turning quality, complaints or compliance information into practical training
- Experience of training others to deliver or cascade training (train the trainer)
- Confident, engaging presentation skills with groups at all levels
- Strong written skills, with the ability to create clear training materials and eLearning content
- Accurate, organised record keeping
- Good working knowledge of Microsoft Word, Excel and PowerPoint
Desirable
- Experience in debt collection, consumer credit or another customer-facing financial services setting
- A CIPD or TAP Learning & Development qualification
- A relevant regulatory or compliance qualification
- Experience of eLearning authoring tools or learning management systems
What we offer
- A role in a growing, newly structured Learning & Development team of four specialist Trainers, reporting directly to the Head of HR
- 25 days’ annual leave (pro rata for part-time employees), plus bank holidays
- An extra day off to celebrate your birthday
- A discretionary annual performance bonus
- The option to purchase up to 5 additional days of holiday
- A competitive pension scheme with 8% total contributions
- Life assurance at 4x your annual salary
- Access to our Employee Assistance Programme for confidential support and advice
- Season ticket travel loans to support your commute
- Enhanced maternity and adoption pay
- A friendly, relaxed working environment with modern facilities
- A vibrant culture with regular social events, charity fundraising, and employee recognition schemes
- Ongoing learning and development opportunities to support your career growth
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Customer Outcomes & Regulatory Standards Trainer in Caerphilly employer: Link Financial Outsourcing Limited
At LC Financial Holdings, we pride ourselves on being an excellent employer, offering a vibrant work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through ongoing learning opportunities and a supportive environment, complemented by competitive benefits such as generous annual leave, performance bonuses, and enhanced maternity pay. Located in a modern facility, our team enjoys a friendly atmosphere with regular social events, making it a rewarding place to build your career in ICT Technical Services.
Contact Details:
Link Financial Outsourcing Limited Recruitment Team
