Learning & Development Facilitator

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Reporting to Learning and Development Manager

Working hours Full time is 35 hours a week. Where possible we are open to considering part time/flexible working patterns. Youll agree your working pattern with your manager.

About us

At the Financial Ombudsman Service we make decisions on a range of complex and difficult issues. Every year we resolve thousands of disputes between consumers or small businesses and their financial service providers.

The purpose of your role

The Learning and Development Facilitator will play a crucial role in delivering our Academys onboarding program for new investigators. This position focuses on equipping new team members with the necessary technical product knowledge soft skills and hands-on experience in casework. The facilitator will work closely with experienced caseworkers subject matter experts and other L&D professionals to create an engaging and supportive learning environment.

Youre accountable for

Training Delivery:

• Facilitate diverse training sessions including in-person workshops virtual sessions and blended learning experiences ensuring that all participants are engaged and can actively participate.

• Tailor training delivery to accommodate various learning styles and needs utilising a mix of lectures group activities discussions and practical exercises.

Curriculum Development:

• Collaborate with subject matter experts and experienced caseworkers to develop comprehensive training modules that cover technical product knowledge regulatory frameworks and soft skills such as communication and conflict resolution.

• Regularly review and update training materials to ensure they reflect current best practices legal requirements and the latest industry developments.

Learner Support:

• Provide ongoing support and guidance to new investigators throughout the training program acting as a mentor and resource for their learning journey.

• Foster a positive and inclusive learning environment that encourages open communication critical thinking and continuous improvement.

Assessment and Feedback:

• Design and administer assessments to evaluate the knowledge and skills of learners ensuring they meet the required standards for handling casework.

• Provide timely constructive feedback to learners highlighting strengths and areas for development and offer strategies for improvement.

Continuous Improvement:

• Collect and analyse feedback from training participants mentors and other stakeholders to identify areas for enhancement in training delivery and content.

• Stay informed about emerging trends in learning and development incorporating innovative methods and technologies to enhance the training experience.

Mentorship and Collaboration:

• Partner with mentors and casework experts to integrate practical hands-on experiences into the training program ensuring learners gain real-world insights and skills.

• Coordinate with other L&D professionals to align training initiatives with broader organisational goals and strategies.

Diversity and Inclusion:

• Ensure that all training content and delivery methods are inclusive accessible and respectful of diverse cultural backgrounds experiences and perspectives.

• Actively promote a culture of equity and inclusion both within the training environment and the broader organisation.

Your experience includes

• Strong presentation and facilitation skills with the ability to engage and inspire learners.

• Excellent interpersonal and communication skills with a sensitivity to diverse learning styles and needs.

• Competency in using various training tools and technologies including virtual learning platforms.

• Commitment to fostering an inclusive and supportive learning environment.

• Ability to work collaboratively with a diverse range of stakeholders.

• Strong organisational skills and attention to detail.

• A proactive and innovative approach to problem-solving and continuous improvement.

• Proven experience in training facilitation