Trainer - Remote in Southampton

Responsibilities include facilitating training, identifying root causes of performance health for new hires during onboarding, providing refresher training, and cross-training. Ensure all new hires or internally promoted trainers complete the Trainer Readiness program designed, developed, and administered by the vendor. Maintain proficiency in business knowledge, learning expertise, and facilitation skills each quarter.

The Vendor Training Manager will record and share quarterly Trainer Readiness performance with the Client team. Underperforming trainers will be given two attempts to achieve proficiency per quarter. Trainers who do not meet quarterly readiness expectations cannot facilitate or support training until they achieve trainer readiness proficiency. The vendor will provide the Client with a documented remediation process that addresses performance gaps.

Attend and participate in all T3 (train-the-trainer) sessions for updated and new materials from the Client. Depending on the session, methods for completing T3 will be determined by the Client Training Team. This may include, but is not limited to:

• Taking the course as a learner
• Co-delivering the course with a tenured instructor (Client or vendor) and passing a Training QA on the material
• Preparing pre-read materials
• Attending a virtual coaching session

Plan, design, and deliver training sessions, including ad-hoc training, for both new and existing team members. Monitor and review the progress of trainees through questionnaires and discussions with managers, ensuring corrective action when needed. Communicate with diverse audiences (e.g., employees, management, other sites) to provide information and clarification regarding training programs, actions, policies, procedures, and best practices.

Ability to flag any discrepancies in the material to the Client Training Team. Ensure that training solutions are designed logically, structured clearly, reflective of learning objectives, and suited to a variety of learning styles. Manage participation during training delivery to ensure maximum contribution; test for understanding; observe behaviour and alter delivery method if necessary.

Support stakeholders through performance consulting to qualify development and training requests. Maintain enablement content materials, providing feedback to the curriculum design team to ensure content is up-to-date and relevant. Collaborate with Business Partners to ensure training content is updated and aligned with policy launches and UI updates.

Analyse training needs and develop strategies to improve courses and training documentation. Conduct analyses to identify needs and recommend appropriate solutions that distinguish between training, communication, and coaching and development opportunities. Provide end-of-class feedback to reduce errors and improve processes. Ongoing readiness evaluation/procedures/enablement content; improve training effectiveness by participating in the development of new approaches, techniques, and materials. Obtain a pass score on the language proficiency assessment. Expectations will be set by the Client Training Team.

Requirements include 2+ years of experience in a training role in a technical support or client care operation, good knowledge of Quality/Process Improvement techniques, and a high level of energy, drive, enthusiasm, initiative, and commitment. Excellent communication, consulting, influencing, and interpersonal skills are essential, along with a proven track record of collaborating with cross-functional groups to produce results. A passion for ensuring a world-class support experience for our community is also required. Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams is necessary.