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Operational Trainer (Insurance)

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Posted By: Simply Resourcing Ltd
Address:
Contact: 0117 966 9500
Date Posted: 11th Sep 2008
Salary: £24000 - £28000 per annum
Location: Bristol
Reference Code: JR06199
Views Since Posting: 200
Full Description:

Due to continued successful growth our clients have a new requirements for 2 trainers to design, facilitate, deliver and evaluate a range of training solutions for a number of customer service and sales people in a general insurance contact centre environment

Key Responsibilities
- Deliver / facilitate a wide range of training solutions in a multi-site environment encompassing a variety of styles and topics in order to meet departmental targets and business needs, including working to hours driven by the business requirement. These include new starter, reinforcement, enhancement and soft skills solutions by training, coaching and e-learning / distance based learning interventions
- Design and provide innovative training material that utilises the most appropriate media and maximises the impact & retention of learning. Ensure that the content of training modules meets business needs, is fit for purpose, technically correct and compliant.
- Analyse and evaluate the impact of training delivered, utilising various testing methods, quality checks and feedback, so that action can be taken to continuously improve training standards. Deliver written assessment and feedback reports, to highlight delegates strengths and any further training requirements, and how these should be planned and delivered.
- Manage the conduct and learning experience of delegates during training courses, in order to achieve a positive outcome and to meet agreed technical and quality standards consistently, across sites. Demonstrate role model behaviours and maintain acceptable group standards of dress and attitude within the training environment.
- Take personal responsibility for self-development, maintaining a good working knowledge of the Groups key business development areas, including product and system changes, together with any legal, regulatory and industry body codes of practice.
- Develop and audit the line resources that support the training department to meet the training needs of the organisation.
- Build relationships with key stakeholders within the company to ensure that the Training Team interprets and meets the needs of the business, offering a multi skilled approach in reacting to business requirements.

Experience / Qualifications
- Proven experience in training delivery and / or individual coaching techniques.
- Up to date knowledge of training and development theories and /or coaching techniques, with evidence of applications in practice.
- Experience of Contact Centre environments.
- A suitable qualification in either training, or in Insurance, e.g. Insurance Foundation Certificate and progress towards the Certificate in Insurance.
- Multi Product knowledge - Proven ability to meet customer needs in at least two skill blocks including regulated areas.
- Proven ability to support and mentor less experienced team members by acting as point of reference and technical/training excellence and by coaching line resources who assist with training.
- Experience of working in a training department within a call centre & financial services environment, including proven experience in the design & delivery of a range of training topics/activities.
- Experienced in facilitation (2-10 people).

Please send CV in the first instance along with a cover note in support of your application. Unfortunately we are only able to contact short listed candidates due to the huge number of CVs we receive. If you have not heard from us in the next five days it means that unfortunately, you have not been successful on this occasion. Please reapply for any other suitable roles in the future. Thank you.