Senior Trainer

Business Unit
:
Customer Operations
Salary range
: 26400 - 33000 per annum DOE benefits
Location
: UK Hybrid Leeds or Gosforth Regular travel required to both hubs
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 a continually evolving 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 are 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.

• Implementing the full learning cycle to our new starters in Collections and Recoveries including completion of training needs analysis, design and delivery of training programmes and evaluation of training effectiveness to ensure training supports delivery of good customer outcomes.
• Acting as a content expert, supporting the maintenance and creation of training materials, keeping them up to date to reflect our customers’ business and regulatory requirements.
• Building relationships with key stakeholders across Collections and Recoveries to understand ongoing training requirements, and 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 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 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, and ensuring that all updated materials follow agreed approval and governance processes.

• Training experience within an operational training environment.
• Experience developing 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 supporting customers experiencing financial difficulty, particularly those in vulnerable circumstances.
• Effective and assertive communication and coaching skills.
• Experience performing objective quality or other assurance checks to assess colleague performance, and delivering feedback on the findings.
• Exceptional presentation skills and good working knowledge of Microsoft Office tools.
• Ability to assess and balance customer needs with business needs 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 design solutions that resolve issues.
• Personal resilience to work within a high‑pressure environment.

• 25 days holiday per year, increasing to 30 over time, with the option to buy additional days.
• 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 career.
• Access to a flexible benefits scheme.
• Life assurance to provide peace of mind for you and your loved ones in the event of your death.
• Up to 2 days of paid volunteering per year.

If we’re lucky to receive a lot of interest, we may close the advert…