Operational Trainer - Customer Service (Fintech)

TL;DR

Operational Trainer - Customer Service (Fintech): Designing and delivering training and onboarding programs for frontline customer service advisors with an accent on blended learning and quality improvement. Focus on building internal talent pipelines, scaling learning methods for 24/7 shift patterns, and addressing performance gaps.

Location: Hybrid (Cardiff, UK) - 3 days per week in the office

Company

A profitable financial platform providing SME-focused credit cards, spend management, and savings products.

What you will do

• Design and deliver training for onboarding, skills development, and quality improvement for frontline advisors.
• Create blended learning programs across voice, chat, and email teams.
• Facilitate the onboarding journey both in-person and virtually to ensure advisor success.
• Collaborate with the Training and Competency Manager to build internal talent pipelines.
• Provide hands-on coaching and support to new joiners during their initial weeks.
• Implement modern, scalable learning methods to accommodate 24/7 shift patterns.

Requirements

• Proven background in training and learning within a contact center environment.
• Experience working in financial services (FCA regulated).
• Track record of designing and delivering blended learning solutions.
• Strong understanding of instructional design methodologies and training evaluation techniques.
• Must be based in or able to commute to the Cardiff office 3 days per week.

Culture & Benefits

• Private healthcare including dental and opticians services.
• Worldwide travel insurance and a salary sacrifice pension scheme (up to 7% match).
• Anniversary rewards including a 4-week fully paid sabbatical.
• 28 days holiday plus bank holidays and an annual learning and wellbeing budget.
• Dog-friendly office equipped with a pool table, arcade machine, and beer tap.
• Enhanced parental leave and Cycle to Work scheme.

Hiring process

• 30-minute introductory call with a Talent Partner.
• 60-minute interview and task with the Training and Competency Manager.