Job Description

Excited to grow your career?
Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at Hargreaves Lansdown.
We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!
About the role
Hargreaves Lansdown (HL) have an exciting opportunity for a Training and Development Specialist to join the team on a 12-month fixed term contract. We are seeking a proactive and innovative individual to design and deliver impactful learning programmes that empower our colleagues and drive continuous improvement across the business.
In this role, you will play a key part in strengthening our training capabilities and enhancing employee performance through targeted development initiatives. At Hargreaves Lansdown, we are committed to fostering a collaborative and supportive environment where professional growth is encouraged and everyone has the chance to reach their full potential.
What you'll be doing

• Enhance Training Capabilities: Strengthen the Helpdesk technical training team to ensure they meet objectives and deliver exceptional service.
• Continuous Improvement: Analyse customer experience metrics, such as Client Satisfaction surveys and Complaints reports, to design and implement measures for improving service standards.
• Training Material Design: Create and review training materials to ensure best-in-class learning experiences.
• Skills Gap Analysis: Conduct thorough non-technical skills gap analyses within the Helpdesk to identify training needs and enhance employee performance.
• Stakeholder Management: Collaborate with various departments, including L&D and Compliance, to ensure cohesive training efforts.
• Evaluate Training Effectiveness: Assess the impact of training programmes on employee performance and make necessary adjustments.
• Knowledge Retention: Oversee the Knowledge Testing Tool (currently Clever Nelly) to improve knowledge retention among colleagues.
• Team Leader Induction: Deliver the Team Leader Induction Programme and support ongoing coaching development.
• Trainer Development: Conduct regular observations and provide feedback to support the continuous development of technical trainers.
• Best Practices Maintenance: Stay updated on training best practices and incorporate them into the training programmes.

About you

• Previous experience in a training and development role or a similar position.
• Experience leading a training and development team within a contact centre environment.
• Knowledge of different learning styles and the ability to match them with appropriate delivery techniques.
• Previous experience using AI tools and implementing training tools would be desirable.
• Familiarity with Learning Management Software (LMS).
• Excellent communication and presentation skills.
• Strong organisational skills.
• Relevant training qualifications or equivalent experience.

Interview process
The interview process for this role will be a one stage interview consisting of a task and technical competency based questions.
Working Schedule
The Training and Development Specialist role is a 12 month fixed term contract, full time, 37.5 hours per week, Monday to Friday. Our office is based in Bristol, BS1 5HL. Hybrid working is available where only 3 days a week is required in the office.
Why us?
Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.
To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.
What's on offer?

• Discretionary annual bonus* and annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure
• Option to purchase an additional 5 days holiday**
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Income Protection and Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and outpatient care
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness providers and wellness coach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year

• dependant on role level

** only available to select during our annual benefits window, in November each year
?
Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.
Please note, we are unable to provide employment sponsorship to candidates.

Skills Required