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.
Contract: Fixed‑term contract for 6 months.
Hours: 35 hours per week (full time). We are open to part‑time or flexible working patterns; please specify your preference in your application.
Salary: £43,000 per annum.
Location: London: Docklands. The hybrid policy requires you to work in the office at least four days across a fortnight; in this role you may be expected to deliver in‑person training more frequently, primarily in London and Coventry, with occasional travel to Edinburgh for training sessions.
Key responsibilities
* Facilitate engaging training sessions, including in‑person workshops, virtual sessions, and blended learning experiences.
* Tailor training delivery to accommodate various learning styles and needs.
* Regularly review and update training materials to 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 learners’ knowledge and skills.
* 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.
Minimum criteria
* 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.
Desirable criteria
* Experience delivering phone skills or similar communication skills programmes.
* A good match on an individual level with our organisational values.
* Excellent interpersonal and communication skills, with a sensitivity to diverse learning styles and needs.
* Strong organisational skills and attention to detail.
Equal opportunities and disability statement
The Financial Ombudsman Service is an equal opportunities employer. All applicants will be treated in a fair and equal manner in accordance with the law, regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation. We are a Disability Confident Leader: disabled applicants who fulfil the minimum criteria will be progressed to the next stage of the process. If you need reasonable adjustments, please contact hrsupport@financial-ombudsman.org.uk.
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