📍 Cardiff | 🏢 3 days per week in the office 

Support Services/Customer Operations 🚀
As an Operational Training Specialist, your mission is two-fold: to design and deliver best-in-class onboarding programs for new hires, and to ensure the continuous upskilling of our existing Customer Operations team. You will create engaging training materials and lead sessions on new products, processes, and systems. This role also involves the critical task of creating, maintaining, and updating shared knowledge and departmental documentation, ensuring our frontline teams are supported with accurate, timely, and compliant information that is the foundation for all training efforts.

What You’ll Be Doing 🗃️

• Develop, and implement unified onboarding programs for all new hires across Customer Operations to ensure they are equipped with the foundational knowledge and skills required for their roles.
• Develop, deliver, and facilitate engaging and impactful training sessions and workshops for the existing team on new products, processes, systems, and compliance updates to drive continuous upskilling and development of colleagues.
• Collaborate closely with cross-functional Subject Matter Experts (SMEs) to identify training needs and translate complex operational procedures into clear, accessible, and compliant training materials.
• Manage the end-to-end content lifecycle of all training materials, shared knowledge assets, and departmental documentation, ensuring they are accurate, up-to-date, and serve as the single source of truth for the Customer Operations team.
• Maintain strict documentation and sign-off protocols for all training and operational assets to ensure full compliance with internal regulations.
• Evaluate the effectiveness of training and onboarding programs using performance metrics, feedback, and assessments to drive continuous improvement and ensure the "operational readiness" of frontline colleagues.
• Have flexibility in shift times to ensure that there is full coverage for training delivery and front line support duties

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• Proven experience in a Learning & Development or Real-Time Coaching role within a fast-paced Customer Operations environment.
• Exceptional ability to simplify complex internal processes into clear, engaging, and compliant training materials.
• Highly organised with a proven ability to manage multiple document updates and stakeholder sign-offs simultaneously while adhering to strict timelines.
• A track record of supporting teams through transitions, such as new product launches or system changes, through effective information sharing and clear training sessions.
• Ability to build relationships across multiple stakeholders to ensure the best quality service is delivered.
• Excellent communication skills, capable of delivering complex information clearly and concisely to frontline staff and senior leaders.
• Experience utilising performance and feedback metrics to evaluate training effectiveness and drive continuous program improvement.

Interview Process 🤝

• Stage 1: 30 minute values and intro call with a Talent Partner
• Stage 2: 60 minute competency based interview with the Training and Development Manager

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.