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About the Role

As a facilitator delivering content around Communication Skills, you will play a crucial role in delivering our communication skills programme with a focus on phone skills. This role will sit within our Learning & Development Team.

Responsibilities

• Facilitate engaging training sessions, including in-person workshops, virtual sessions, and blended learning experiences, ensuring that all participants are engaged and can actively participate.
• Tailor training delivery to accommodate various learning styles and needs.
• Regularly review and update training materials to ensure they reflect current best practices, legal requirements, and the latest industry developments.
• Foster a positive and inclusive learning environment that encourages open communication, critical thinking, and continuous improvement.
• Design and administer in class assessments to evaluate the knowledge and skills of learners.
• Provide timely, constructive feedback to learners, highlighting strengths and areas for development, and offer strategies for improvement.
• Collect and analyse feedback from training participants, mentors, and other stakeholders to identify areas for enhancement in training delivery and content.
• Ensure that all training content and delivery methods are inclusive, accessible, and respectful of diverse cultural backgrounds, experiences, and perspectives.

Requirements

• Proven experience in presentation and facilitation.
• Competency in using various training tools and technologies, including virtual learning platforms.
• A proactive and innovative approach to problem-solving and continuous improvement.
• Ability to foster an inclusive and supportive learning environment.
• Experience delivering phone skills or similar communication skills programmes.
• A good match on an individual level to our organisational values.
• Excellent interpersonal and communication skills, with a sensitivity to diverse learning styles and needs.
• Strong organisational skills and attention to detail.

Skills

• Communication Skills
• Phone skills
• Presentation
• Facilitation
• Training tools and technologies
• Virtual learning platforms
• Problem-solving
• Interpersonal skills
• Organisational skills

Location

• London: Docklands
• Coventry
• Edinburgh

Work Type

• Fixed term contract
• Full time
• Part time
• Flexible working patterns
• Hybrid

Experience Level

• Minimum Criteria
• Desirable Criteria

Salary/Compensations

• £43,000 per annum

Benefits

• 25 days holiday entitlement, with the option to buy extra or sell days
• Generous pension
• Private medical insurance
• Virtual GP
• Critical illness cover
• Life assurance cover
• Technology scheme
• Cycle to work scheme
• Will-writing service
• Employee Assistance Programme
• Extensive opportunities for personal and career development
• Fully equipped on-site gym open 24 / 7 (London office only)
• Extensive Well-being resources including on-site therapists (London office only)

About the Company

• We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust.
• We are an independent, not-for-profit organisation that sorts out disputes between financial businesses and their customers. We do this by making decisions that are fair – and feel fair to both sides.

Equal Opportunity

• We’re proud to be an inclusive employer.
• We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
• We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds.
• We want everyone to perform at their best and feel able to be themselves.
• We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.
• We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.
• We are proud to be a Disability Confident Leader.
• This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role.
• Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme.
• If you would like to speak to a member of our team about any reasonable adjustments you need, please email hrsupport@financial-ombudsman.org.uk and let us know your preferred method of contact.
• With fairness at the heart of everything we do, we embrace difference and treat everyone as equals.
• We’re a diverse organisation, but something we all share is our values. They’re central to the way we work – and work together.
• The Financial Ombudsman Service is an equal opportunities employer.
• All applicants will be treated in a fair and equal manner and in accordance with the law, regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.
• We’re committed to being a great place to work – attracting and developing people from the widest possible range of backgrounds.
• We want everyone to perform at their best and feel able to be themselves.
• We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.
• You can read more about Diversity and Inclusion .
• We are proud to be a Disability Confident Leader.
• Disabled applicants who fulfil the minimum criteria for the role will be progressed to the next stage of the process.
• Do let us know of any reasonable adjustments you need.
• You will need to demonstrate that you meet the minimum criteria in order to qualify for the Disability Confident scheme.