Contact Centre Trainer

Contact Centre Trainer & Performance Coach

Location London or Leeds

Salary National ranging £49,700 - £56,000 and London from £53,300 - £58,000

Our

Supervision Hub

The Hub’s purpose is to:
- Prevent harm through direct conversations with consumers to identify and avoid fraud, scams and other detriment- Guide firms to understand their regulatory responsibilities and increase their compliance and standards- Deliver actionable intelligence across the FCA- We help Firms with their regulatory requirements and with new authorisation enquiries- We gather intelligence around the conduct of regulated Firms- We identify risks to consumers, referring information to specialist colleagues within the FCA

The Role

The Supervision Hub (Contact Centre) Trainer & Performance Coach is responsible for delivering training and coaching, overseeing training delivery and developing the knowledge, skills, and capability of our colleagues so that they can perform their responsibilities confidently and competently.

What you will be doing-
- Deliver technical and behavioural coaching for supervisors and team leaders to improve performance to operational metrics- Deliver Train the Trainer courses, coaching and development support for Subject Matter Experts (SMEs)- Engage with and provide advice to the department’s extended management team, in identifying, developing, designing, delivering, and evaluating targeted learning interventions which continually improve performance in line with the operational metrics- Responsible for formal and informal evaluation of delivered learning interventions and manage appropriate interventions to fill the identified gaps and learning requirements- Oversee and support the ongoing delivery and continuous development of the Peer Learning programme, ensuring SME support within allocated areas of responsibility within the department- Role-model within the department in the design, delivery and continuous development of learning to the standards defined and documented within the departments Learning Approach- Manage and take responsibility for the delivery of training programmes within the department including (Induction, cross-skill /up-skill programmes) regulatory change, business change, externally delivered training programmes, including outsourcing- Provide training expertise and add value as an SME in the delivery of business and department change projects, ensuring that the project is delivered on time and in line with the expectations/requirements agreed- As required, assist in training design (training courses, targeted learning interventions) using the instructional design cycle to the departmental standards as defined within the Learning Approach-
- Responsible for ensuring learning objectives from syllabus are being met and where required design evaluation assessments and implement into Question Mark Supervision Hub assessment software- Responsible for embedding skills and increasing performance through performance coaching- Be a role model for coaching as an approach to sustainable, positive behavioural change- Develop a culture of open and constructive feedback to enable personal growth and development

What will you get from the role?- Opportunity to shape and deliver the people development approach of the department- Opportunity to share your training and coaching expertise and experience with colleagues who are keen to learn and develop-
- Involvement in a fast paced, varied, and broad range of regulatory and system change initiatives- Opportunity to develop your own regulatory knowledge

Our competitive flexible benefits scheme gives you the opportunity to create a personalised benefits package, tailored to suit your lifecycle. You can use this allowance to purchase additional benefits such as dental or cycle to work or you have the option top up your base salary by taking this as cash.

Core benefits that you will receive as standard are:
- 25 days holiday per year plus bank holidays (pro-rata)- Private healthcare with Bupa- A non-contributory Pension of at least 8% of basic salary each month (there are several contribution levels that increase depending on your age - up to 12% a month once you reach age 35)- Life assurance of eight times your basic salary- Income protection

We support hybrid working which means you will be able to work from home up to 60% of the time over a month with the remainder of your time in one of our three office locations.

The skills and experience you will have

Minimum- Demonstrable coaching and development skills- Experienced at training delivery- Experience in all aspects of the training cycle. Training Needs Analysis (TNA) training design (ADDIE), training absorption and evaluation- Experienced in delivery of professional conversation techniques

Essential-
- Experience in assessing learning absorption and identifying when further training or learning support is required- Excellent communication skills- Excellent coaching skills- Regulator