Job Description

We have an incredible opportunity to join us here at Phoenix Group as a Customer Operations Learning & Development Trainer to join our Learning & Development team.

Job Type:

Permanent

Location:

This role will be based in our Norwich office with time spent in the office and at home.

Flexible working:

All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.

Salary and benefits

: From 32,100 depending on experience plus 8% bonus up to 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more





Who are we?

We want to be the best place that any of our 6,600 colleagues have ever worked.




We're Phoenix Group, we're a long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We're a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we're not done yet.


The role


We're currently recruiting for a Customer Operations Learning & Development Trainer to join our Learning & Development Team to support and drive the needs of the Customer Operations business via the Operational Training and Competence (T&C) framework.


At Phoenix, we believe that our people are the key to our success. We have truly great people working for us and investing in their development to help them realise their potential is where you come in!


To support a learning culture and embed the philosophy of 70:20:10, we need great Learning & Development Trainers who can be creative in developing and delivering innovative solutions which truly engage our people, growing their skills and competence and motivating them to reach their goals.


Key Responsibilities

Lead the development, delivery and validation of training solutions in order to maintain a skilled, knowledgeable, supported and effective team delivering performance and customer service standard targets. Build strong relationships with the management team at department and team manager level to enable a collaborative approach to agree, challenge and collectively shape training needs across the operation Ensure operational training complies with legislative changes, standards and good practice, communicating information and knowledge as required. Assess all new starts throughout the training period to ensure successful comprehension of handling policy and related procedures. Ensure knowledge of Customer Operations policies and procedures and any regulated changes are current to enable delivery of relevant training. Identify gaps in skills and knowledge of both individuals and team members then recommending the design and delivery of solutions to fill the gaps to ensure that business and customers benefit by exceeding customer service quality targets. Maintain a working knowledge of processes, standards, knowledge and skills across the business in order to proactively and knowledgably support the development of our people. Design eLearning and facilitated content that is engaging and informative. Assess and evaluate the impacts to demonstrate knowledge transfer and retention which supports the evolution of the 70:20:10 principles Form relationships and work with key stakeholders and subject matter experts to ensure a detailed understanding of the outcomes required from the design and delivery of solutions, with measures to demonstrate success.
What are we looking for?


Essential
Previous experience creating highly engaging and blended learning solutions to support employee competence Proven eLearning design and the use of associated software and platforms to deliver engaging solutions Experience of working in a highly regulated environment Application and use of new learning methodologies and technical programmes to enhance learning design and delivery Evaluation of learning impact to demonstrate return on investment Strong Stakeholder management skills
Desirable
Professional qualification in Learning & Development
We want to hire the whole version of you.


We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we've advertised and you believe that you can bring value to the role, we'd love to hear from you.


If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.


We're reviewing applications as they come in, so apply early to avoid missing out.

Find out more about #LifeAtPhoenix

Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us

This role is in scope of our ALPHA Evolution project

We've identified an opportunity to partner with Wipro, a leading global technology company, to transfer ownership of our ALPHA platform. Under these plans, Wipro will assume responsibility for the platform and manage servicing for our ReAssure customers on ALPHA.


We anticipate that a number of colleagues will transfer to be employed by Wipro at the point that ALPHA transfers, this process is called TUPE. This role is in scope to TUPE.


We're working towards a transfer date of 1st October 2025; however, we'll keep colleagues updated about the intended transfer date as we progress through the consultation journey.


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