Learning & Development Specialist (Training & Competence)

TFSUK is looking for an enthusiastic and experienced Learning & Development professional to join us on a 12-month fixed-term contract. You'll bring previous training experience, ideally within Financial Services, Banking, or Insurance, along with a passion for delivering impactful learning solutions.

The successful candidate will demonstrate:

• Experience designing and creating e-learning content and training materials
• Proven success in delivering engaging training sessions, both virtually and face-to-face
• The ability to develop new learning content from concept through to delivery
• Excellent communication and stakeholder management skills
• A proactive, energetic, and positive approach, with the confidence to challenge and innovate

The role in a nutshell: Managing operational, technical training for all customer facing departments, alongside engaging with stakeholders to drive learning solutions and delivering 1:1 coaching

A bit about the ‘Department’: The L&D team within People and Culture supports the competence, growth and career development of the people in our business, whether it’s their first day or 30th + year we are here to assist them to get the development required to maximise both their and the business needs.

What you’ll be doing:

• Own and deliver the Customer Outcomes Induction experience.
• Designing and facilitating all operational, technical training to all customer facing roles and departments.
• Conducting learning needs and trends analysis to identify opportunities for training incentives within customer facing departments.
• Leading calibrations and workshops to drive positive customer outcomes.
• Provide 1:1 coaching sessions with customer facing employees to help them develop and deliver strong outcomes for customers.
• Building strong relationships with key stakeholders of all levels in driving customer outcomes through learning solutions.
• Developing learning aids and bite-sized learning sessions for customer outcomes looking to develop their knowledge in different attainment levels.
• Facilitating and embedding all training activity for operations as per bespoke training and competency schemes.

How you could stretch this role:

• Take a proactive approach in improving L&D Operational Training processes.
• Work with the Training & Competency Manager in developing and implementing the wider development strategy for the business and delivery partners.
• Proactively engage with stakeholders to identify opportunities for synergy in learning solutions across the business, whilst supporting the overall people and culture strategy.

Key Experience & Skills:

Essential:

• Experience of delivering operational, regulatory training within an FCA regulated environment.
• Experience in building and leading operational training programs to support the embedding period of learning for inducted staff.
• Able to adapt and cater to all learning styles.
• Able to communicate and flex with a wide variety of communication styles.
• Able to deliver feedback clearly and effectively.
• Strong understanding of FCA regulation, including Consumer Duty, BiFD, Vulnerability etc.
• An understanding of training governance and assurance frameworks.
• Experience with manipulating data to provide good quality insights.
• Knowledge of various learning methodologies and models.
• Familiar with all stages of the learning cycle in theory and practice.

Desirable:

• Experiencing of building digital learning solutions.
• Experience of working in the motor finance, or other secured loans industry.
• Experience conducting Quality Assurance in a contact centre.
• Experience delivering coaching and managing operational training programs for outsourced contact centre partnerships.

Attributes & Behaviours:

• A passionate and energtic self starter.
• Customer centric ethos and customer outcomes focused.
• Pragmatic approach to problem solving.
• Able to actively listen attentively with strong attention to detail.
• Well organised with the ability to manage high workloads in a dynamic, fast paced operation.
• Analytical and methodically minded with the ability to interpret data from a variety of different streams.
• Confident in public speaking, specifically the delivery of tutor-based training.

At Toyota Financial Services (TFS) it is more than just an externally bench-marked salary and bonus, we also offer:

• Hybrid working pattern is 2 days in the office and 3 days from a location of your choice.
• Access to attractive car schemes for you (& your family) for Toyota & Lexus cars
• Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
• Generous annual leave of 25 days which increases with service and holiday purchase option
• Private Medical Healthcare (single, partner/spouse and dependent children) with Digital GP Service
• Group Income Protection cover with Aviva including physical, mental, and financial wellbeing services
• Employee Assistance Program
• Eye tests
• Onsite gym, Sports and Social Club, & flu jabs to keep you healthy
• Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body, and to raise awareness and celebrate diversity, equity and inclusion.
• Dress for your day policy to make you feel comfortable at work
• Eco HQ, free parking & restaurant
• Two volunteering days per year
• Reward gateway voucher discounts
• Flexible working scheme and we welcome flexible working conversations at interview
• Regular 121s with your manager, a personal development review (PReview) each quarter
• A wide range of learning & development opportunities including Linked In Learning courses
• £250 contribution towards you learning something new outside of work
• Annual events (e.g., summer party, BBQ & Xmas party) including Countdown to Christmas events every December - it is so much fun!

Our Recruitment Process

At Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer.

We are committed to supporting disabled applicants throughout the recruitment process. Should you meet the minimum criteria for this role and wish to apply under the DC scheme, you may be moved forward to the next stage. Please ensure to add this information into your application.

When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.

Some examples of how we might be able to help are listed below:

• Providing a copy of interview questions before the interview
• Organising a time and location that best suits you
• Allowing additional time for the assessment and interview

We are happy to review any adjustment on a case-by-case basis to support you to be your best self.