Let’s grow together!
A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re an experienced Development Officer looking for an opportunity to grow in a friendly environment, we’re looking for you!
We’re flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let’s grow together …
Purpose of the role
The purpose of this role is to support the Manager and Team Leader in delivering high‑quality training for new and existing employees across multiple departments (Collections & Servicing) within Customer Operations, including Buy‑to‑Let Mortgages, Secured Loans, Motor Finance, and Savings Accounts.
The Development Officer is instrumental in developing colleague capability by facilitating engaging training sessions, delivering structured one‑to‑one feedback through roleplays and live call assessments, and ensuring employees achieve confidence and competence in their roles. As the majority of customer interactions fall within Collections, the role also requires the Development Officer to handle live Collections calls under trainee observation, providing a demonstrable model of best‑practice call handling.
This position is essential in enabling Operational Learning & Development (OL&D) to deliver excellent customer service. The role ensures bespoke departmental training needs are met and that all learning activity complies with internal policies, procedures, FCA regulations, and GDPR requirements. The Trainer will help colleagues understand financial products, manage customer interactions professionally, and consistently meet quality and compliance standards.
What you'll be doing
- Deliver Effective Training: Deliver structured training and one‑to‑one coaching to new and existing colleagues, ensuring they develop the knowledge and skills required for their roles.
- Model Best Practice: Maintain current process knowledge by taking live customer calls, particularly within Collections, and demonstrating effective call‑handling standards.
- Identify Learning Needs: Assess capability gaps through observation, feedback, and performance insights, recommending appropriate interventions to support colleague development.
- Lead by Example: Consistently demonstrate company values, professionalism, and best practice in all interactions.
- Ensure Regulatory Alignment: Promote compliance with FCA regulations, Conduct Rules, TCF principles, GDPR, and internal policies within all training and coaching activity.
- Monitor and Report Progress: Track learner development, maintain accurate training records, and escalate progress or concerns to the OL&D Manager and Team Leader.
- Act as a Point of Contact: Serve as a trusted support resource for new starters throughout their onboarding journey.
- Communicate Effectively: Build strong working relationships and promote clear, positive communication across teams.
- Maintain Operational Awareness: Keep up to date with changes in processes, products, and systems to ensure training remains accurate and relevant.
- Demonstrate Professional Behaviours: Uphold and promote company values, resilience, professionalism, and high standards of conduct in all learner interactions.
- Develop Training Materials: Maintain, and update engaging training content and lesson plans to ensure alignment with current processes, policies, and best practice.
