Customer Operations Training Consultant

Training Consultant

Milton Keynes

Salary from £41,500 dependant on experience Company Car, 27 Days Holiday Plus Bank Holidays, Pension Scheme and much more

Full Time Fixed Term Contracts available until October and November 2026

Closing Date 27th May 2025

Internal applicants - please ensure that you speak to your current line manager and ask them to email their endorsement of your application to by the closing date. We can't progress your application without this. If you have been in your current position for less than 12 months your application will require additional BOM level approval as an exception to Company policy.

If you would like an overview of the role, please contact Anthony Black.

About VWFS and the role

A fantastic opportunity has arisen for an experienced training professional to join our small but elite team of trainers within VWFS Customer Operations. As a Training Consultant you will be fully embedded and highly valued within the business, our trainers play an absolutely critical role in designing and delivering training and learning programmes across both technical and behavioural skills, which align to delivering good customer outcomes. This training is not solely focused on our colleagues within Milton Keynes but you would also be responsible for the training and accreditation of those based with 3 current Outsource Partners.

Whilst there is a high degree of hands on training delivery, there is also a good balance of conceptual training design, so experience of and passion for both is essential. In the spirit of delivering good customer outcomes, you will also have the opportunity to work on key departmental projects which support ongoing change and the continuous improvement of our customer offering. In short, this opportunity to become a Training Consultant is a role where you have the ability to really shape the training agenda and where you can see the impact that your interventions make on an ongoing basis.

What's in it for you?

An excellent remuneration, Company Car, discretionary bonus, pension, healthcare, 2 loan cars and 27 days holiday in addition to statutory bank holidays plus much more!

We are passionate about employee development and offer ongoing support and training to help people achieve their career aspirations. Whether that is to become the next leader within our business or to develop your current tool kit of skills, we support many cross-functional opportunities. We want you to achieve at your best and enjoy a successful career with us!

Responsibilities include:

• Conducting effective training needs analysis when training requests are received to determine the most effective and efficient training solution.
• Design, deliver, deploy and maintain engaging, efficient and fully compliant blended training solutions and materials to meet the strategic direction and regulatory objectives of VWFS as directed by the Customer Operations Training Manager. Training should be learning outcomes led with a focus on what advisors need to know, bringing procedure and regulation to life in a way that is accurate, brief and clear.
• Evaluate training effectiveness and compliance throughout Customer Operations for both internal and external colleagues, making recommendations and taking action upon findings.
• Be a voice for the customer in training. Have a customer obsessed mindset with a focus on delivering good customer outcomes to all customers, always.
• Design, manage and deliver engaging and effective solutions to support efficient strategic developments in our products & services across all operational departments including any solutions implemented by change teams across the VWFS (tactical and strategic changes)
• Prepare and present clear and concise commercial recommendations to senior internal stakeholders on required training solutions to mitigate targeted performance risks and then manage and deliver those agreed solutions in association with operational line management
• Identify and escalate risks and opportunities of our training approach to the Customer operations training manager. Support this by being data led by managing training data and reporting as well as highlighting areas of non-conformance to our stated requirements
• Maintain a high level of process knowledge across customer operations departments to support training design and delivery. Spend time in departments to actively update knowledge and identify opportunities for improvements in training.
• Provide ongoing market intelligence to operational compliance and wider teams on current and future training and development risks and opportunities - developing and implementing effective and compliant "best practice" initiatives across the VWFS operational teams, wider business and partners.
• Maintain a sound understanding of key regulatory obligations applicable to the motor finance industry to ensure you operate in the spirit of delivering good customer outcomes
• Establish and maintain an 'best practice' approach for new joiners, creating a safe coaching adult to adult environment to facilitate learning and develop skills, knowledge and mindset.
• Assist to uphold the high standards we expect in training both internally but also within our outsource partners. Design and execute accreditation sessions to ensure there are controls and standards in place across all Customer Operations Training topics. This includes approval and sign-off of new material and Training resource.

Skills and Experience Required

• Strong analysis and evaluation skills to assess best approach for training but also if training has embedded and landed.
• Highly effective ability to coach and motivate others to develop their knowledge and skills across multiple engagement channels and across all blended learning options (Face to face, webinar, etc.)
• Able to maintain knowledge on multiple product related technical information and operational processes
• Creative in developing commercially viable and efficient proposals
• Customer focused attitude essential with a good understanding of Consumer Duty.
• Excellent communication and presentation skills, across multiple stakeholder levels and business processes, with ability to construct as well as deliver highly effective and influential messages across multiple media environments
• Tenacity and self-motivation with the capability to work under own initiative with limited supervision
• Engrained behaviour of identifying and sharing best practice to support overall team objectives
• Continuous improvement growth mindset.
• Effective stakeholder management including with Legal, Compliance, Product and IT teams
• Fully-PC literate with minimum intermediate MS package skills. Advanced PowerPoint, video editing and digital training design skills are all desirable.
• Experience within a regulated financial service industry preferable

About Volkswagen Financial Services

Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.

Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can. As part of our Hybrid working pilot we are giving our colleagues the opportunity to work a minimum of one day in the office, any training period of a new role would also most likely be based within the office for a number of weeks.