Purpose

We are currently in search of a passionate and experienced Learning and Development Trainer. This pivotal role is dedicated to crafting and delivering comprehensive training programs meticulously tailored to empower our staff members with the essential skills and knowledge they need. These programs are designed to enhance proficiency across our advice lines, encompassing benefits and debt.

It is essential that you have experience in welfare benefits and/or debt as well as delivering innovative and practical training.

Major Duties

Ensuring training courses are researched, created, and delivered to a high standard, using the latest developments and technology.

Monitoring and assessing the skill level of each member of staff within the organisation. Ensuring that all team members have the level of knowledge to perform at a high level.

Maintaining the external training accreditations awarded to the organisation.

Maintaining knowledge of the latest developments within the knowledge areas the organisation addresses as well as the latest learning and development techniques.

Major Tasks

To be a subject expert on benefits and welfare related areas.

Prepare and brief colleagues and departments as required.

Main Job Activities

1. To be a subject expert:

Understanding the rules, laws and regulations within the relevant subject area.

Review and highlight key information to colleagues from relevant literature, journals, and reports.

Identify areas of improvement for the organisation’s advice service, working with colleagues to implement strategic development plans.

Support relevant marketing and media activities.

2. To influence the operational processes associated with the relevant subject area:

Identifying and implementing key improvements across both advisor and customer journeys.

Strong depth of understanding related to enquiry patterns and trends.

Planning and horizon scanning to provide the most up-to-date information for our advisors.

3. Identify and develop collaborative partnerships with stakeholders within the subject area:

Partnership working with organisations we are currently engaged with, in addition to establishing possible new partnership opportunities with those we are not.

Monitoring, understanding, and responding to external consultations and changes within the relevant subject area.

4. Prepare and brief both senior colleagues and external stakeholders as required:

Regular development of reports and written briefings.

Inform and collaborate with our internal training department to influence training content.

Support advisory staff when required, providing subject specific guidance.

5. To undertake any other duties as reasonably requested by Line Manager.

Role purpose

To assist in providing an efficient and effective Welfare Benefits service within a contact centre setting. You must be able to assess eligibility, maximise income and review and appeal decisions as appropriate.

General Role

Keep current with legislation, policies and procedures and undertake appropriate training.

Maximise benefits to customers.

Work to high quality standards.

Casework

Provide advice work covering the full range of Welfare Benefits law.

Act where necessary by calculating, drafting or writing letters and producing written submissions for customers as appropriate.

Negotiate with third parties.

Ensure income maximisation through the take up of appropriate benefits.

Prepare paper submissions to the appropriate statutory bodies, tribunals, and courts as appropriate.

Assist with related problems where they are an integral part of the case and refer to other advisers or specialists as appropriate.

Ensure that all casework conforms to quality standard.