Financial Services Trainer (Life & Pensions

Financial Services Trainer (Life & Pensions) (LPTRO
261) Romford, England

Ashton Recruitment is recruiting on behalf of our client for an experienced Life & Pensions Trainer to join their operation in Romford.

This is an excellent opportunity for an experienced financial services trainer with a strong background in UK Life & Pensions to take ownership of onboarding, operational and regulatory training.

The successful candidate will design and deliver structured training programmes across Life & Pensions operations, ensuring employees meet FCA, Consumer Duty, complaint handling and client requirements, while improving capability, quality and customer outcomes.

• Deliver onboarding and ongoing training across Life & Pensions products and processes
• Provide classroom, virtual and on-the-job training
• Support new employees through nesting and floor-walking activities
• Deliver training covering FCA regulations, Consumer Duty and DISP complaint requirements
• Train employees on vulnerable customer handling and treating customers fairly
• Ensure compliance training is documented, auditable and regularly refreshed
• Work closely with Compliance to update regulatory training content
• Train employees on complaint identification, logging, escalation and final response standards
• Use complaint MI and quality results to identify training needs
• Support root cause analysis and feed learning back into training programmes
• Develop and maintain SOPs, training materials and process documentation
• Deliver refresher training and coaching where performance gaps are identified
• Assess training effectiveness through coaching, observations, quality reviews and competency assessments
• Track training completion and competency levels
• Work closely with Operations, Quality, Compliance and Client teams
• Provide training documentation and evidence to support audits
• Minimum 5 years’ experience within UK Life & Pensions in an FCA-regulated environment
• Previous experience delivering operational, technical or regulatory training
• Strong understanding of Life & Pensions products, customer servicing processes and operational workflows
• Experience delivering classroom, virtual or on-the-job training
• Experience supporting employee onboarding and ongoing competency development
• Good understanding of FCA regulation, Consumer Duty and complaint handling
• Experience developing and maintaining training materials, SOPs and process documentation
• Experience assessing learning effectiveness through coaching, observations, quality reviews or competency assessments
• Strong communication and stakeholder management skills
• Ability to work effectively with Operations, Quality, Compliance and Client teams

• You will be an experienced Life & Pensions professional with a strong training background and the ability to translate complex regulatory and operational requirements into clear, practical training.
• You will be confident delivering training to both groups and individuals and comfortable working closely with operational, quality and compliance teams to improve employee performance and customer outcomes.
• If you have strong UK Life & Pensions experience combined with a background in training and development, we would be keen to hear from you.