About the role
Role Overview:
We are looking for a friendly and enthusiastic SME Trainer to support our Financial Support Loans team. This secondment is perfect for someone who enjoys helping others develop and has a focus on delivering great outcomes and experiences for customers and colleagues.
You do not need to be an expert in Financial Support Loans. If you are willing to learn and have a talent for providing excellent customer service, we would love to hear from you. What matters most is your enthusiasm for helping people grow and learning new things, as well as your passion for sharing your experience at Lendable with new colleagues.
In this role, you will use your frontline experience to support the onboarding of new team members and provide ongoing learning opportunities for existing staff. You will design and deliver training sessions that improve skills in customer interactions, handling complex queries, and understanding new features.
You will work closely with the Head of Learning and Development and the wider L&D team to make sure all learning matches our company’s goals and the best industry practices. You will also continue with your current frontline job for up to half of your time. This means your training will always relate to real situations and challenges in the team.
What We Are Looking For
You should be great at working with customers and keen to help people develop. You will play an important role in welcoming new starters and making sure our experienced team members continue to grow.
While any knowledge of Financial Support or our Loans product is a bonus, your commitment and positive attitude are what matter most, as well as your willingness to learn about learning and roll up your sleeves and get involved.
Key Responsibilities
Provide straightforward, engaging and creative training on Financial Support Loans processes and procedures.
Support the onboarding of new colleagues, making sure they understand our company’s approach and customer service values.
Deliver training to current teams to help them improve their skills and meet our standards.
Design training sessions for roles across the business, such as Complaints Officers, Customer Service and Financial Support agents, QA analysts, and other frontline staff.
Work closely with the Learning and Development team to ensure training supports our company goals and matches industry standards.
Gather feedback from participants and departments to help improve training sessions over time.
Keep connected to the frontline by spending up to half your time in your current role, using real experiences to make your training relevant and helpful.
What You’ll Need
At least 2 years’ experience in a frontline customer service role, ideally within fintech, banking, or similar fields.
Excellent communication and presentation skills.
The ability to balance your current frontline duties with training responsibilities.
If you are passionate about helping others develop, enjoy working with customers, and are excited to learn more about Financial Support Loans, we look forward to receiving your application.
RELATIONSHIPS (key contacts inside and outside the organisation)
People Team
Quality Assurance (QA)
Operations (Complaints, Fraud, QA, Financial Support, Customer Service, Special Ops)
Compliance
Product
WORKING CONDITIONS (hours, locations, accident or health hazards, travel facilities)
Monday – Friday 9am – 6pm
Travel to alternate office locations will be required on a regular basis
COMPUTER SYSTEMS (indicate packages used/standard required and whether training will be provided)
Proficient in Google packages such as Sheets and Slides, as well as Slack
