Customer Operations – Training & Performance Specialist

Design, deliver, and continuously improve training for customer operations teams, ensuring colleagues are competent, compliant, and confident in their roles. Act as a Subject Matter Expert (SME) across more than 250 departmental processes, supporting teams in adapting to regulatory changes, process updates, system enhancements, and new procedures.

Requirements

• Experience delivering training in Customer Operations, Contact Centre, or Regulated Financial Service Environments
• Ability to translate complex regulatory and/or Operational content into practical, engaging learning
• Confident facilitator with excellent presentation, coaching and communication skills
• Strong analytical skills to assess training needs, performance data, and quality metrics
• Highly organised, adaptable, and able to manage multiple priorities in a fast-paced environment
• Self-sufficient and resilient when responding to sudden business and department change

Benefits

• Competitive salary
• Discretionary bonus structure
• Access to colleague car schemes
• Pension scheme
• Flexible benefit pot
• Access to colleague wellbeing resources, including Employee Assistance Programme, Mental Health First Aiders and the Inclusion Advocates
• Flexible opportunities to support work life balance