Learning & Development Trainer

This range is provided by Virgin Money. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Business Unit:
Customer Service & Operations
Salary range: £26,400 - £33,000 per annum DOE + Benefits

Location:

UK Hybrid – Leeds or Gosforth
Contract type:
Permanent

Our Collections and Recoveries team is investing in strategic improvements across the Collections operation from policy and processes through to risks and controls, quality assurance, training, communication, and management information.

These enhancements will ensure the operation is fit for purpose in the context of a continually evolving and complex regulatory landscape where customer circumstances require often tailored and sensitive solutions. Positive customer outcomes will continue to be at the heart of everything the function does with broader functional improvements driving a more engaging colleague experience across the front‑line Collections operation.

We’re looking for individuals to join us to help deliver this exciting strategic initiative, working with colleagues across Virgin Money and Nationwide, to deliver improvements in the operation of the Collections and Recoveries function.

What you’ll be doing

• Implementing the full learning cycle to new starters in the Financial Care Team. This includes the completion of training needs analysis, design and delivery of training programmes, and the evaluation of training effectiveness to ensure our training is supporting the delivery of good customer outcomes.
• Supporting the maintenance and creation of training materials, keeping them up to date to reflect the needs of our customers, business and regulatory requirements.
• Building relationships with key stakeholders across the Financial Care Team to understand ongoing training requirements, along with engaging with subject matter experts (SMEs) to ensure that training materials remain up to date and relevant.
• Supporting the assessment of frontline colleagues as they transition from a training environment into their day‑to‑day roles. Monitoring role plays and live calls against a defined framework to assess quality and adherence to internal requirements.
• Identifying coaching and development needs, both for new and existing colleagues, creating coaching plans and learning journals to support performance improvement.
• Developing and delivering ongoing training and support to operational colleagues, in order to refresh, update and upskill.
• Performing regular and ad hoc reviews of training materials to ensure they remain fit for purpose, maintaining an accurate record of changes made and ensuring that all updated materials follow agreed approval and governance processes.

We need you to have

• Training experience within an operational training environment.
• Experience of developing and maintaining engaging and interactive training materials for both face‑to‑face and remote delivery, ideally in a regulated environment.
• Excellent working knowledge of financial services, with a strong focus on how to support customers experiencing financial difficulty, particularly those in vulnerable circumstances.
• Effective and assertive communication and coaching skills.
• Experience in performing objective quality or other assurance checks to assess colleague performance, along with delivering feedback on the findings.
• Exceptional presentation skills and good working knowledge of Microsoft Office tools.
• Ability to assess and balance customer needs with the needs of the business to achieve good customer outcomes.
• Excellent time management skills and the ability to make effective decisions when under pressure.
• Ability to work collaboratively across the business to improve customer experience and to design solutions that resolve issues.
• Personal resilience to work within a high‑pressure environment.

Red Hot Rewards

• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• Private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance‑related bonus
• Training and development to help you progress your…