Capability Trainer

As our Trainer for Performance & Capability, you will help colleagues build the skill and confidence to perform well, from their first weeks with us through to their ongoing development. You will support new employees through induction, run practical skills workshops, and coach our people to achieve the best outcomes for our customers. You will report to the Head of HR and work closely with team managers, team leaders, Quality Assurance and the other Trainers.

The Trainer for Performance & Capability will be involved in the following activities:

• Holding 1-2-1s with every new starter during induction, at sign-off, and at 30, 60 and 90 days after they join their team
• Supporting new advisors on the floor for their first few weeks in team, listening to calls and coaching on the spot
• Running refresher workshops for each new starter group once they have experience of live calls
• Designing and delivering small-group skills workshops based on what Quality Assurance tells us, such as call control, handling objections and difficult conversations, and agreeing sustainable payment arrangements
• Running sessions on system skills, accurate account notes, and managing wrap and handle time
• Building and delivering coaching plans for colleagues referred by their manager or QA, with clear targets and reviews
• Supporting team managers with the training and coaching part of probation and capability processes, and keeping accurate records of all support given
• Coaching new starters who need extra help to pass a stage of their induction
• Helping team leaders and managers develop their own coaching skills as part of our manager development programme
• Planning your own sessions, keeping your records and tracker up to date, and covering induction training when needed
• Owning the administration and training for Performance Hub
• Sharing what you see with the other Trainers so that training is improved at source
• Covering for the Inductions trainer when needed

This role suits someone who knows how a collections operation works and loves helping people improve. We will support you to develop your training skills.

• Experience working in a collections, contact centre or customer service operation, with a good understanding of what makes a great customer call
• Experience of coaching, supporting or developing colleagues, for example as a team leader, buddy, mentor, subject matter expert or trainer
• A strong record of your own performance and quality, and an understanding of how QA scores calls
• The ability to use QA and performance information to spot where someone needs help, and to track their progress
• A patient, encouraging and fair approach, with sound judgement when supporting colleagues who are struggling
• Confidence speaking to individuals and small groups
• Accurate, organised record keeping
• Good working knowledge of Microsoft Word, Excel and Power Point

• Knowledge of our collections processes, systems and call model
• Experience of delivering training or workshops
• A coaching or training qualification, or a willingness to work towards one
• Understanding of the FCA’s Consumer Duty and how to support customers in vulnerable circumstances

• 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