L&D Trainer, Telecare Trained

Role Overview

• Working collaboratively with other Learning Coordinators to ensure consistency, best practice and shared capability across the Group.
• Supporting the delivery of a structured, engaging and effective onboarding journey for new starters.
• Observing live calls as part of agreed plans to identify training needs and support performance improvement.
• Mentoring new starters to support their transition, maintaining up-to-date knowledge of call handling procedures and periodically handling live calls where required.
• Supporting training identified through Training Needs Analysis (TNA), including leadership and externally delivered training.
• Contributing to the implementation, maintenance and continuous improvement of the Learning Management System (LMS).
• Ensuring learning content is current, relevant, embedded in the business and aligned to organisational needs.
• Working with L&D Leads and business leaders to prioritise learning activity and deliver against agreed plans.
• Supporting the design and delivery of development programmes, including leadership development initiatives.
• Using LMS data to provide insights, track engagement and support evidence-based learning decisions.
• Promoting a “One Team” approach by building knowledge across Group functions and sharing best practice.

Requirements

• Previous experience in a training or learning-focused role.
• Telecare trained.
• Experience designing or developing training programmes.
• Experience working in a call centre or volume environment and identifying training needs.
• Experience delivering training to remote and office-based colleagues.
• Strong communication and listening skills.
• Highly organised, accurate and able to manage competing priorities.
• A customer-focused mindset and a resilient, proactive approach.
• Bonus points if you bring:
• Experience using a Learning Management System (LMS).
• Experience delivering training remotely.
• Exposure to compliance-related training and regulatory environments.

Benefits

• 163 hours annual leave entitlement plus bank holidays.
• Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more.
• 24/7 employee assistance programme with an easily accessible app!
• Family and friends’ discounts on services & products.
• Pension Scheme, up to 4% Company matched.
• Free on-site parking