We are looking to recruit an experienced Senior Trainer (Operations), you will play a pivotal role in supporting, designing, and delivering training solutions across the organisation. You will ensure all Operations training materials are up-to-date and aligned with our clients’ systems, products, and Hood Group processes.
As our Senior Trainer, you’ll be developing and maintaining effective working relationships with key stakeholders within the organisation and with clients. Expectations are that you will be able to deliver high class induction programmes to Operational new joiners, taking the lead in our ‘Grad Bay’ process.
Key responsibilities:
* Deliver operational training for new starters and existing staff, including product, process, and refresher training.
* Collaborate with Operational Management to plan and schedule induction courses, update training materials, and support new joiners during the 'Grad Bay' stage.
* Assist the Business Integration Manager in implementing operational projects and new business launches by preparing and delivering training.
* Work with Operational Management and Workforce Planning to coordinate cross-skilling sessions and staff availability.
* Conduct training needs analysis, maintain knowledge of training tools and techniques, and perform related administrative tasks.
What we’re looking for:
* Proven experience in a contact centre environment with a track record in development and delivery of training materials
* Training in at least two of the following within Hood Group: Residential Insurance, Motor Insurance, Travel Insurance (any brands)
* Highly organised, confidential, and performance-driven with excellent communication, influencing, and negotiation skills
* Ability to motivate, build rapport, and handle customer personal data with confidentiality
* Experience in cross-skilling and supporting team members during their probationary period
* CIPD Level 3 Diploma in Learning & Development (Beneficial)
Why work for us?
At Hood Group, we take pride in creating a collaborative working environment that nurtures creativity and encourages forward thinking. Joining our team means more than just achieving objectives - it's about being part of a community that makes working at Hood Group truly exceptional.
Our comprehensive benefits package includes:
* We are offering 31 days annual leave (including bank holidays)
* Employee Assistance Program
* Eye Care Vouchers including discount on glasses
* Pension Scheme
* Health cash plan
* Incentive of £250 on Refer a friend scheme
* Social company events, we want you to be part of the Hood Group community
* Employee Recognition Scheme – Hood Heroes, we celebrate and recognise your contribution to Hood Group
* We will supply your laptop and any other necessary professional equipment as required