Training & Competency Manager - Customer Service

TL;DR

Training & Competency Manager - Customer Service (Customer Operations): Owning the end-to-end strategy for training frontline Customer Service Advisors with an accent on blended learning programmes, onboarding journeys, skills development, and leadership pathways. Focus on rebuilding onboarding processes, developing internal talent pipelines, identifying performance gaps, and introducing scalable learning methods for 24/7 shift patterns.

Location: Cardiff, 2 days per week in the office

Company

All-in-one business credit card and spend management platform serving over 200,000 businesses worldwide.

What you will do

• Own end-to-end strategy for training frontline Customer Service Advisors working 24/7
• Design and deliver blended learning programmes for voice, chat, and email teams
• Deliver training on onboarding, skills development, quality improvement, and leadership
• Rebuild onboarding journey to set advisors up for success from day one
• Develop and manage internal talent pipeline for progression to Team Leader and Ops Manager roles
• Collaborate with Head of Customer Service and Operations Managers to address performance gaps
• Introduce modern, scalable learning methods beyond classroom sessions

Requirements

• Proven background in training and learning in a contact centre and FCA regulated financial services environment
• Track record of designing and delivering blended learning solutions at scale
• Hands-on experience delivering training yourself initially
• Strong understanding of learning principles, instructional design methodologies, and training evaluation
• Experience with leadership development and supporting team growth

Culture & Benefits

• Values: Just Pilot (pilot ideas fast), Why Not Today? (speed and simplicity), Be a Buddy (help team), Owners and Dates (own tasks), Feedback (direct and constructive)
• Private healthcare including dental and opticians via Vitality
• Worldwide travel insurance, salary sacrifice pension up to 7% match, 28 days holiday plus bank holidays
• Anniversary rewards, annual learning and wellbeing budget, enhanced parental leave
• Perks: EV salary sacrifice, cycle to work, season ticket loan, 6 free therapy sessions, dog-friendly offices, free drinks and snacks

Hiring process

• Stage 1: 30-minute intro call with Talent Partner
• Stage 2: 60-minute interview with 2 Operations Managers
• Stage 3: 60-minute interview with Head of Customer Services and People Partner