Training and Performance Specialist
Kent
38-45k plus benefits
PURPOSE/ OVERVIEW
The purpose of the role is to lead the training and development of the front-line collections agents to ensure we continue to provide good outcomes to out customers. You will design and deliver engaging training and coaching to support our agents throughout their journey. Initially supporting them when they join the company with the induction and continuing throughout their role as collections account managers.
THE ROLE-
Coaching and Training Development
- Develop and deliver comprehensive coaching and training programmes for all front-line staff in customer management.
- Provide clear and constructive feedback to team members using relevant coaching methodologies.
Collaboration and Support
- Collaborate with the Customer Experience Team to ensure wider customer feedback is incorporated into training and development.
- Work closely with the Management Team and Team Leaders to support performance management initiatives by designing and executing coaching programmes.
Induction and Training Delivery
- Manage the induction and supervision of new employees alongside team leaders.
- Produce and deliver training programmes for new hires and ongoing training interventions as required.
- Provide technical, and coaching support to both new and existing staff.
Performance Analysis and Reporting
- Collate and analyse data to identify trends, knowledge gaps, and areas of underperformance.
- Report findings and recommend remedial actions to improve performance and compliance.
Ongoing Training and Improvement
- Conduct initial call coaching and provide ongoing refresher training to all front-line staff.
- Continuously develop, implement, and modify training programmes to maintain their effectiveness.
PERSON SPECIFICATION
- At least 2 years of experience in training within an FCA regulated environment.
- Experience in coaching and training, including developing and maintaining training materials, within a regulated Collections environment.
- In-depth knowledge of regulatory and compliance requirements, particularly within a Financial Conduct Authority (FCA) regulated environment.
- Strong coaching and training development skills, it would be desirable to have a coaching qualification or accreditation.
- Proficient in structuring and designing engaging training content and learning pathways for full comprehension of complex topics.
- Proficient in data analysis and reporting.
- Comfortable identifying and raising issues to drive good outcomes for customers.
EXTRA INFO -
- Travelling to other locations potentially required.