Learning and Development Consultant – Performance & Competency Lead

Job title:

Learning and Development Consultant – Performance & Competency Lead

Company

Nationwide

Job description

We’re recruiting for a highly credible Performance and Competency Lead to join the Learning & Development team in Customer Resolutions Operations.You’ll be part of a dynamic team responsible for the entire learning cycle within Customer Resolutions. You’ll work with key stakeholders to understand skills and knowledge gaps, design, deliver and embed learning across multiple projects to induct new starters and upskill our existing colleagues.You’ll collaborate with our quality team to understand learning needs and provide tailored solutions to address these. As a Performance and Competency Lead you’ll be creative at finding the most appropriate learning solution; demonstrating your innovation and creativity to cater for all learning styles. Ideally, you will have previous knowledge and experience of Complaints and Remediation within a Financial Services organisation.We’re an evolving, busy, and dynamic operation working across widespread geographical locations and therefore travel will be essential as and when required.At Nationwide we put our 15 million customers at the centre of every decision we make. Every role, no matter what it’s doing, is customer focused. In Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to stop issues happening again. We’re a specialist area focused on resolving complaints, remediating incidents, and operating customer data processes.At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.For this job you’ll spend at least two days per week, or if part time you’ll spend 40% of your working time, based at either our Northampton, Dunfermline or Wakefield office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to .If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.What you’ll be doingNo two days are the same. You’ll work with learning and operational colleagues across the learning cycle; some days you may be completing Learning Needs Analysis with our stakeholders, others designing or delivering learning content, evaluating the effectiveness of the learning solution, or working with the operation to ensure the learning has been embedded.You will host new to role training and create a positive and enthusiastic experience for the new starter in the learning phase of their role. Working closely with the operational leadership team, you’ll ensure a smooth handover from training to the operation.It will be your responsibility to review, maintain and refresh our training material and create dynamic material using a variety of interactive methods, catering to all learning styles. You will be providing a monthly summary of training delivered and its success rate, based on feedback.The role is agile, and you’ll be required to work flexibly taking ownership for multiple learning requests simultaneously. You’ll need to be resilient and self-motivated to plan and prioritise your workload and deliver at pace.About youYou’ll need to have:

• Experience of managing and delivering the full learning lifecycle in a regulated environment whilst working within a Learning & Development function.
• Exceptional presentation and facilitation skills; able to build rapport and adapt communication style to suit the audience.
• Strong stakeholder management expertise with a proven track record of managing these relationships at varying job levels.
• Ability to manage your own workload, performance, and expectations in a fast paced, pressured environment.
• Excellent communication skills with a proven ability to probe effectively and document the outcome of discussions in a clear and concise manner.
• Attention to detail; accurately following governance and controls requirements and storage of key documentation.
• An interest in continuous improvement; seeking different ways we can create learning solutions, proactively looking for improvements we can make to learning implemented.

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight – This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better – This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done – This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.The extras you’ll getThere are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata

What makes us differentNationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.What to do nextIf this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.#LI-Post

Expected salary

Location

Wakefield – Northampton

Job date

Thu, 28 Nov 2024 01:30:35 GMT

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