Training Advisor

Training Advisor / Coach

£Excellent + Exceptional Benefits

Do you have contact centre training & coaching experience?

The opportunity:

It's an exciting time to join as the business grows and we currently have an exciting new opportunity for a Training and Competency Adviser to join the team in Manchester.

The Direct Division offer a range of products including professional indemnity, public liability, employers liability, D&O, property, occupational personal accident, legal representation and employment cover, and cyber. Our distribution channels fall in to 3 key categories; markets which are created through direct to consumer channels; online or via our UK call centre, through our white label introducer network and our most recent development is the creation of our digital partner proposition providing API integrations into Insurtechs or broker platforms.

We have two retail brands that attract customers from different sectors of the micro/SME market;

• Running for 10 years and targets multiple sectors including IT, fitness, Therapists, Photographers and Charities & Community Group.
• Offers specialist insurance to contractors, consultants, freelancers, self-employed professionals and to the oil & rail sectors.

We have set the strategy to double the size of the business by 2030, having previously doubled the size since 2019. We have seen successful and profitable growth and see specialist insurance solutions as the way to continue to deliver that ambition.

What you'll be doing:

• Supporting the management of compliance and risks across the department
• Own and deliver training and competency programs across the Direct business function, assessing the overall success as well as individuals competency
• Complete and develop training needs analysis, with a significant emphasis on delivering a first-class customer experience
• Embed operational KPIs in support of productivity goals
• Embed the organisational culture and values across the team
• Focus on performance management reporting outcomes to Team Leaders, Head of Operations, and Divisional Director, with suggestions to improve success
• Work with internal and external partners to lead process improvements across the competency portfolio to drive success across the function

Our must haves:

• Experience in the insurance or financial services sector would be beneficial
• Demonstrate customer service / sales expertise within a call center environment, with proven success in delivering improvements
• Adopt a coaching and mentoring style
• Maintain a customer-focused approach and attention to detail, while being a confident communicator, with the ability to influence a variety of stakeholders
• Exhibit excellent organisational skills while being flexible enough to adapt to changing circumstances
• Work closely and flexibly with other team members
• Demonstrate a high level of professionalism, integrity, and commitment
• Thrive in a fast-paced environment
• Bring a hands-on approach, with high energy levels and self-motivation
• Have experience in coaching and developing small teams

Who they are:

Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.

What's in it for you?

• A great starting salary plus annual bonus & strong benefits package…
• 25 days paid holiday plus Bank Holidays, with the opportunity to buy / sell extra leave
• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
• There are countless opportunities to learn new skills and develop in your career and we can provide the support needed to do just that!