L&D Specialist

L&D Specialist (Training & Competency)

Job Title: L&D Specialist (Training & Competency)

Location: Tadworth

Salary: Competitive

Employment Type: FTC - 12 months

About the Opportunity: Our client, a dynamic organisation committed to the development and growth of its employees, is seeking an L&D Specialist (Training & Competency) to play a pivotal role in managing operational and regulatory training for all customer-facing departments. This is a fantastic opportunity for an enthusiastic professional who thrives in a fast-paced environment and is passionate about driving positive customer outcomes through effective learning solutions.

Key Responsibilities:

• Own and deliver the Customer Outcomes Induction experience, ensuring all new hires are equipped with the necessary skills from day one.


• Design and facilitate operational and technical training for customer-facing roles, adapting to various learning styles.


• Conduct learning needs analysis to identify training opportunities within departments, leading to enhanced performance and customer satisfaction.


• Provide 1:1 coaching sessions with employees to foster their development and ensure strong customer outcomes.


• Collaborate with stakeholders at all levels to drive effective learning solutions across the organisation.


• Develop engaging learning aids and bite-sized sessions to support knowledge development at different attainment levels.


• Proactively improve L&D operational training processes and support the wider development strategy alongside the Training & Competency Manager.

What You'll Bring:

• Proven experience in delivering operational and regulatory training within an FCA regulated environment.


• Ability to build and lead effective training programmes that support the embedding period for new staff.


• Strong understanding of FCA regulations, including Consumer Duty and Vulnerability.


• Excellent communication skills, capable of adapting to diverse communication styles and delivering clear feedback.


• Familiarity with training governance frameworks and experience in data manipulation for insightful reporting.


• Knowledge of various learning methodologies and stages of the learning cycle.

Desirable Experience:

• Experience in building digital learning solutions and familiarity with the motor finance or secured loans industry.


• Previous experience in Quality Assurance within a contact centre environment.


• A background in coaching and managing training programmes for outsourced contact centre partnerships.

The Ideal Candidate:

• A passionate, energetic self-starter with a customer-centric ethos and a focus on delivering exceptional outcomes.


• A pragmatic problem solver who listens attentively and pays strong attention to detail.


• Well-organised, capable of managing high workloads in a dynamic environment.


• Analytical and methodical, with the ability to interpret data from various streams.


• Confident in public speaking, especially in delivering engaging training sessions.

Why Join Our Client?

• A supportive environment that fosters personal and professional development.


• A full induction to ensure a great start and ongoing opportunities to enhance core skills.


• Regular 1:1 coaching and guidance from management to help you thrive.


• The chance to own integral training material that directly impacts customer outcomes and contributes to the overall success of the organisation.

This role is regulated and classified as a Senior Manager position, representing a significant step in your L&D career. If you're ready to make a difference and drive effective learning solutions, this is the perfect opportunity for you!

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