Learning Facilitator

The Vacancy
Contract: Permanent/Secondment Options available subject to interview process.
Salary: Competitive
Location: Hybrid - with visits to our Nottingham office as and when required

Do you have a passion for learning and coaching others? Are you an experienced trainer who can personalise learning to get results? Are you driven by providing a great outcome for every customer?

If so, come and join our Learning & Development Team! Our Learning Facilitators are enthusiastic, committed and attentive professionals who ensure we are preparing our employees to deliver a first-class customer service.

Key Responsibilities:

• Deliver effective and engaging learning solutions that support Agents and Team Leaders to attain and maintain competence in their roles.
• Deliver new starter training for Agents and Team Leaders for all areas of the UK Contact Centre;
• Identify opportunities to provide development solutions which enhance competence and performance
• Collaborate with key stakeholders to support development of Agent performance and progress
• Manage participation, attitudes and behaviours to reach learning objectives
• Keep up to date with internal operational issues, and initiatives
• Maintain an up-to-date knowledge of D&Gs products, services and systems
• Ensure compliance with regulatory requirements in all areas of work

Knowledge and expertise requirements for the role:

• Ability to confidently engage all learners in structured learner-centred training, utilising ‘content-driven’ training resources, facilitation and coaching
• Effective planning, organisation and preparation for training/learning interventions
• Facilitate and deliver learning in a face-to-face, blended and digital environment as appropriate
• Monitor a learner’s progress and deliver motivational and developmental feedback
• Use effective coaching skills to enable learners to achieve learning objectives
• Communicate and influence through a range of media e.g. face-to-face, email, online / virtual, adapting style to audience
• Build trust and sound relationships with learners / colleagues / stakeholders
• Consistently support colleagues / collaborate within L&D and the organisation to achieve results
• An interest in new ideas and techniques, seeking and taking on board feedback, identifying areas for self-development
• Act with integrity and demonstrate organisational values at all times
• An energy and enthusiasm for their work, ensuring the focus is always on delivering the best learning outcomes and impacts
• Responsiveness and flexibility to changing business and learner needs
• Personal resilience to manage competing priorities

We offer lots of great benefits! Some of which include:

• Competitive salary and annual discretionary bonus
• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
• Training opportunities as well as clearly defined career progression
• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
• Attractive company pension scheme
• Life assurance – employer funded cover of 4x basic salary
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
• Salary Finance – access to savings and borrowing through payroll
• Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand new vehicles
• Travel Loans – interest free loans to help spread the cost of annual travel tickets
• Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
• Employee discounts – with a range of discounts for 100s of online and high street retailers

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.