Trainer (Operations)

A day in the life

As a Trainer in the Operations team at ManyPets, you’ll assess and deliver learning content to make sure our Customer Support and Claims teams are able to deliver exceptional service to succeed in their roles. You’ll create, develop, and deliver a relevant curriculum of training content and resources for both new and existing colleagues.  Working in partnership with the other trainers in the team, you’ll help us shape our training requirements and determine what "good" looks like - enabling our teams to work more effectively and deliver better outcomes for our customers.

Day to day, you’ll assess training needs across the function and drive measurable process improvements.  You’ll be working across projects as varied as new joiner onboarding, compliance and regulatory, to technical competency. You’ll review data to drawn out identify common trends and through this insight; you’ll make sure we have any training needs identified and implemented.  Through driving measurable process improvements and sharing feedback, you’ll ensure our we meet and exceed our training standards and regulatory requirements.

Core deliverables

• Learning delivery: support the delivery of learning and development plans.
• Insight and analysis: Identifying training needs from data analysis to drive decision-making and improve training quality, delegate satisfaction, and business performance.
• Team collaboration: Work closely with your colleagues to ensure timely feedback and communication of training plans.
• Communication skills: Communicate effectively with internal teams, ensuring best outcomes.
• Compliance: Ensure compliance with industry standards and regulations related to training and development.

Skills and competencies

Learning Delivery

• Create, develop, and deliver a relevant curriculum of learning, training content and resources for new and existing Operations team members.
• Create and enhance onboarding content and resources to provide high quality relevant and accessible content, ensuring new colleagues have a positive start to their career with us.
• Monitor learning metrics and key performance indicators (KPIs) to track performance and identify deviations from standards. Take corrective actions as necessary to address issues.
• Analyse and identify issues to find effective solutions to resolve training queries.
• Garner and assess feedback from delegates to support training design and help colleagues achieve required quality standards.
• Identify training needs as a result of qualitative feedback and highlight these key areas to the Operations management team.
• Plan and schedule your daily activities to ensure deadlines are met and work is completed in a timely manner.

Insight and Analysis

• Provide documented and well-evidenced feedback on individuals’ development in order to assist Team Leaders in performance and development reviews and 121s.
• Create, organise, and maintain training records and reports to support management decision-making.
• Work independently to produce reports to evidence training competency across the team and for individuals.
• Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer delivery and financial controls.

Team Collaboration

• Collaborate with the Operations management team to create broad cross-skilling and upskilling plans that meet service delivery and financial control objectives.
• Review QA results and reports to identify and individual and team skills gaps and agree plans to address them.
• Create learning evaluation and assessment tools and support evaluation processes, to help Team Leaders with feedback, performance management, and career progression proposals.
• Work with the People team to guide and signpost colleagues to other resources to address wider development needs.
• Actively seek feedback, learn from experiences, and strive to enhance your skills and knowledge to improve company’s service quality.
• Work on your own skills and performance to keep getting better at your job.

Communication Skills

• Liaise with stakeholders across the business to understand current and near-future activities and translate this into meaningful learning and communications content.
• Maintain awareness of different learning style preferences and abilities and adapt approaches as necessary in order to design and deliver training in an inclusive way.
• Ensure clear, polite, and empathetic communication to understand and address issues in underperforming team members.
• Handle internal conflicts calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive working relationship and improvement in service.
• Be flexible and adaptable to navigate diverse colleague interactions and adjust your approach based on individual needs.

Compliance

• Monitor completed relevant compliance courses for our team - including annual Group refresher courses – so we meet or exceed our regulatory requirements.
• Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards.
• Drive on-going quality improvements by reviewing Standard Operating Procedures and process tools to achieve high levels of service quality, efficiency, and productivity.
• Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
• Continuously maintain our systems through accurate data entry.
• Actively acquire knowledge of regulatory procedures, our products, and services to provide accurate information and assist customers effectively.

What success looks like

• You deliver high quality training content to your team which is compliant and addresses the original learning needs.
• Where training standards are not met, you take the lead to identify corrective actions and follow through to ensure they are implemented.
• You utilise our systems to draw out insight, sharing this with colleagues to promote awareness of training issues and needs.
• You're competent when working with data. You're capable of extracting and tracking results to understand the impact of your curriculums.
• You work closely with the QA team to review data that supports training design and helps colleagues achieve required quality standards.
• You build positive relationships with colleagues and collaborate effectively with other departments; fostering productivity and enhancing your overall success in the role.
• You actively seek feedback, learn from experiences, and implement improvements in processes, procedures, and customer service practices to drive ongoing growth and development in your role.
• You adjust your plans and workflows to accommodate shifting priorities or unexpected developments in service delivery.
• You understand of challenges to learning (literacy, learning difficulty, dyslexia etc.) and you know how to present and summarise information that engages diverse audiences.