Training Consultant - Milton Keynes, United Kingdom - Volkswagen

Volkswagen
Volkswagen
Verified Company
Milton Keynes, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Milton Keynes

Salary from £35,560, Company Car, 27 Days Holiday Plus Bank Holidays, Pension Scheme and much more

Full Time Fixed Term Contract until Jan 2024

Closing Date 6th
Feb 2023


A fantastic opportunity has arisen for an experienced training professional to join our small but elite team of trainers within VWFS Customer Operations.

As a Training Consultant you will be fully embedded and highly valued within the business, our trainers play an absolutely critical role in designing and delivering customer centric training and learning programmes across both technical and behavioural skills.

This training is not solely focused on our colleagues within Milton Keynes but you would also be responsible for the training and accreditation of those based with 3 current Outsource Partners.


Whilst there is a high degree of hands on training delivery, there is also a good balance of conceptual training design, so experience of and passion for both is essential.

You will also have the opportunity to work on key departmental projects which support ongoing change and the continuous improvement of our customer offering.

In short, this opportunity to become a Training Consultant is a role where you have the ability to really shape the training agenda and where you can see the impact that your interventions make on an ongoing basis.


Within the department each Training Consultant is embedded into one of the key operational areas, this specific role will be working alongside Customer Services specifically.


What's in it for you?


An excellent remuneration, Company Car, discretionary bonus and
27 days holiday in addition to statutory bank holidays, onsite parking and wellbeing centre, lifestyle discounts and much more.


Responsibilities include:


  • Design, deliver, deploy and maintain engaging, efficient and fully compliant range of training solutions and materials to meet the strategic direction and regulatory objectives of VWFS and continually evaluate its effectiveness and compliance throughout Customer Operations internal and external colleagues
  • Design, deliver and evaluate effectiveness of training derived from outcome and outputs from changes in FCA guidance (Consumer Duty for example), Internal and / or External Audit, Root Cause findings (complaints for example) and Compliance Monitoring Reviews
  • Evolve all training to be remote/elearning based for efficiency and effectiveness for VWFS and our OSPs understanding their specific training requirements to ensure our products and services quality is always upheld
  • Design, manage and deliver engaging and effective solutions to support efficient strategic developments in our products & services across all operational departments including any solutions implemented by change teams across the VWFS (tactical and strategic changes)
  • Prepare and present clear and concise commercial recommendations to senior internal stakeholders on required training solutions to mitigate targeted performance risks and then manage and deliver those agreed solutions in association with operational line management
  • Present regular and credible updates to the VWFS senior operational management team on the risks and opportunities of our training approach managing monthly reporting on training activities, utilisation and areas of nonconformance to our stated requirements
  • Be a process expert within the department and ensure their process execution is up to date and relevant by spending time in the department actively updating their knowledge
  • Provide ongoing market intelligence to operational compliance and wider teams on current and future training and development risks and opportunities developing and implementing effective and compliant "best practice" initiatives across the VWFS operational teams, wider business and partners.
  • Maintain a sound understanding of key regulatory obligations applicable to the motor finance industry to ensure you operate in the spirit of treating customers fairly including development activity in order to deliver good customer outcomes
  • Establish and maintain an 'Academy' approach for new joiners, creating a safe environment for learning and development of skills and knowledge, including 11 coaching sessions and performance monitoring before going fully 'live' to understand company product and procedures, culture, softskills training and FCA guidelines.
  • Design and execute accreditation sessions to ensure there are controls and standards in place across all Customer Operations Training topics. This includes approval and signoff of new material and Training resource.

Skills and Experience Required

  • Strong evaluation skills to assess effectiveness of training actions including financials of training
  • Highly effective ability to coach and motivate others to develop their knowledge and skills across multiple engagement channels (Face to face, webinar, etc.)
  • Able to maintain multiple product r
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