Operational Support Trainer

Are you a Learning and Development specialist who prides themselves in helping people grow

You will join our expert in house Training and Quality Coaches who play a vital role in the training and development of new to business and existing colleagues. During an exciting time where was are expanding into an operational support team.

The team are continually looking at new ways to ensure we continually improve our overall training with a real focus of equipping our colleagues to deliver First Contact Resolution on interaction. Ensuring we can support each and every customer some of which as highly vulnerable.

Our Training and Quality team are flexible; you will be expected to deliver training via teams and face to face. Balancing technology to enhance learner experience and creating opportunity to continuous improvement and consistency.

You will work as part of the team to refresh create training material and maintain knowledge base ensuring that you continually seek feedback from learners and the wider operational team.

You may be asked to support training at other sites if this is required all expenses are covered.

Planned start date on or before 22nd September to be able to attend new to business training at Widnes hub for 8 weeks.

Your New Benefits

• Monday to Friday working
• No Bank Holiday working
• Working only between 9:00-5:00 Monday to Friday
• Option to Hybrid work upon successful completion of probation this would also be when training permits.
• Free eye tests
• Cycle to work scheme
• Onsite staff parking
• Opportunity to gain qualifications paid apprenticeship opportunities
• 26 days annual leave (Fulltime) up to 8 days Bank Holidays
• Organised company events
• Additional learning and development opportunities via Apprenticeship levy
• Wellness programme
• Staff Referral Programme.
• Access to staff discounts and cash back with retailers such as Argos Currys M&S B&Q Debenhams.
• Liberata will also automatically enrol you into our contribution matching pension scheme.
• Monthly engagement activities! Such as Liberata Beach Parties Recognition events and more.

Your new tasks and responsibilities:

• Deliver all aspects of training including legislative system & technical Data Protection and Soft Skills in accordance with the Training Framework and operational needs ensuring learners are proactively supported.
• Support operational functions/ towers acting as a point of contact for operational escalations whilst ensuring swift and accurate resolution of issues.
• Maintain a working knowledge of changing legislation and operational processes ensuring training remains compliant and effective.
• Perform quality monitoring as per the standards set in the Quality Framework ensuring accurate information is always provided to customers.
• Collaborate with the Quality & Training Manager to design and develop training solutions aimed at promotion of on-line services and digital take-up.
• Proactively coach mentor and support colleagues during and after training including those undergoing upskilling and performance improvement initiatives. Test and assess the progress and capability of learners providing structured feed to Operational Managers.
• Lead/assist in incentive and motivational schemes.
• Create update and enhance training resources to ensure alignment with evolving legislation operational processes and quality standards.
• Travel to other office locations to support with training and project related activities which may include overnight stays from time to time.
• Able to support at pace. when business demand and needs require
• Gather feedback on a regular basis to enhance training delivery materials and overall service quality.
• Maintain knowledge/process platforms in line with processes and procedures ensuring colleagues are fully equipped to resolve queries.
• Complete additional training/qualifications to support further development within role.
• Proactively utilise opportunities to support the business by creating tailored learning modules and evaluating the effectiveness of training materials in order to provide excellent learner support.
• Regularly gain feedback and insight to enhance the service delivered via the training team.
• Any other duties commensurate with the level of the role.
• Lead and manage a classroom of colleagues when required particularly with new recruits. Ensuring liasing with team manager

Your Deliverables:

• Ensure individual performance and quality targets are consistently met both during the training period and in the classroom environment.
• Create update and maintain a comprehensive training materials in accordance with departmental and service agreements including client procedural and financial standards supporting operational excellence.
• Deliver high impact training programmes; facilitate engaging and effective training sessions adhering to the Training Framework and tailored to meet the needs of learners upskilling and where applicable policy changes.
• Deliver coaching and mentoring ensuring learners progress and capabilities are evaluated and documented.
• Regularly update and manage training documentation whilst observing confidentiality and data security standards.
• Drive the ongoing enhancement of training programmes and operational processes fostering a culture of continuous improvement of the service delivered.
• Drive and support the delivery of customer first contact resolution.
• Maintain training and process/knowledge platforms within a timely manner and at a high standard.
• Comply with company and where applicable local site policies and procedures.
• Complete and apply all corporate training as required for your role.
• Adherence to all company policies and procedures applicable to this role (available on SharePoint). This includes but is not limited to HR Health and Safety Finance IT GDPR Information Governance Business Continuity Marketing & Branding.
• Lead and manage a classroom of colleagues when required particularly with new recruits mange and support HR process

Requirements for the Role

• Proven experience applicable to the role and responsibilities.
• Comprehensive understanding of relevant legislative requirements.
• Five GCSEs or equivalent at grades A* - C or grades 9 4 including English and Maths.
• Proficient in navigating and using multiple IT systems. Competent with IT Systems.
• Willingness to travel to various locations as needed to support training and project delivery.
• Excellent verbal and written communication skills including the ability to provide constructive feedback during assessment/ learning.
• A recognised Trainer/ Coach qualification such as CIPD or equivalent is essential.
• Possession of a valid driving licence is desirable.
• A self-driven and proactive approach to training and development of colleagues.
• Excellent planning and organisational skills
• Strong attention to detail.
• Commercial awareness understands the strategic direction of the business and actively contributes towards its commercial success
• Sound problem solving and decision-making skills.
• Experience and understanding in building training material at all levels.

Desirable

• Trainer/Coach Qualification CPID or equivalent.
• Trainer/Coach experience 1 year
• Driving Licence

Security vetting and checks:

If you are successful you will need to comply with the governments Baseline Personnel Security Standard Verification process this includes a basic criminal record check which will identify any unspent convictions. If you are unable to meet these requirements your offer may be revoked.

Liberata is a leading business service provider to public and private sector organisationsthroughout the pride ourselves in revolutionisingour clientsoperations using our expertiseand innovative solutions across a wide range of services including Revenues & Benefits Finance and Accounting HR & Payroll and Customer aim is to work in partnership with our clients to assistthem in becoming more efficient; leveragingour best in classbusiness process outsourcing and operational transformation expertise.

Liberata is committed to creating opportunities for its employees its clientsand its passion for process and an intense client focus ensures that we deliver an award winningservice and our entire workforce are encouraged to demonstrateour company values.

Liberata aims to give each employee the opportunity to make a real difference; be involved in shaping the growth of the business and encourage you to try new things! If you are hardworking enthusiasticand seeking a challenge we are the organisationfor you.