Training Manager

Training Manager
c.£55,000 per annum
Bedford
Permanent
Hybrid Working

We are seeking a passionate and experienced Colleague Training Manager to lead a team of training specialists (permanent, FTC, and secondments) in delivering front-line and operational management development. In this key role, you will conduct regular training needs analysis across Pension Operations and recommend learning interventions that enhance our front-line colleagues' skills and improve the customer experience.

You’ll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing.

Role Overview
The Training Manager will report directly to Colleague Development and Quality Manager and will manage a team of Colleague Trainers. In this role, you will be responsible for:

• Identify training needs within the organisation through regular Training Needs Analysis
• Support the creation of comprehensive training plans and competency frameworks for our Pensions and Guidance colleagues
• Deploy effective training programs to enhance employees’ skills, productivity, and overall work quality
• Blended learning approach to minimise operational impact and allow colleagues continual access to learning opportunities, whilst utilizing our government training framework access
• Ensure sufficient CPD coverage and reporting to maintain accreditations and standards across the Delivery
• Ensure the content for our colleagues is up to date and appropriate
• Support the deployment and use of appropriate Learning management system
• Manage a team of in-house Training Delivery colleagues
• Interrogate data and trends to isolate themes across customer demand and knowledge requirements
• Manage training resources (direct reports and external FTC where peak demand exists)
• Enhancing coaching and management skills of the operational management and quality teams through training and assessment
• Succession planning, talent management along with CPD measured through colleague engagement

   

  Skills and Experience Required
  To excel in this role, you will need to demonstrate:
  
  

  Essential

• Leadership: Guiding teams, inspiring change, and making important training-related decisions. (minimum 3 years in a leadership role in either training delivery or Contact Centre training)
• Critical Thinking: Assessing situations, making informed decisions, and analysing quality processes.
• Problem-Solving: Promptly addressing challenges by understanding problems and creating effective solutions.
• Ability to assess training effectiveness, gather feedback, and make improvements
• Statistical Analysis: Being comfortable with numbers and using statistical tools.
• Process Management: Improving processes for efficiency and effectiveness
• Understanding instructional design principles is essential
• Ability to design, deliver and measure effectiveness of learning interventions
• Familiarity with traditional and modern training methods, including mentoring, coaching, e-learning, workshops, and simulations

  Desirable

• Contact centre or Front-line financial services experience (minimum 5 years in either or mixed between both)
• Training qualification

About Us
The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.

At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:

• Caring
  We care about our colleagues and the people whose lives we are here to transform.
• Connecting
  We will transform lives through our ability to make positive connections.
• Transforming
  We are committed to transforming lives and making a positive societal impact.

Our Inclusive Working Environment
By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”

Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.

What We Offer

• Generous Annual Leave – 30 days plus Bank Holidays
• Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
• Interest-free loan for season tickets for buses and trains
• Cycle to work Scheme
• Subsidised eye tests & flu jabs
• Life assurance scheme
• Give as you earn scheme
• Employee assistance programme (EAP)
• PAM Assist and PAM Life scheme (Wellbeing)
• Enhanced family and sick pay
• Paid volunteering (2 days a year)
• Recognition Scheme
• Discounts portal to numerous retailers

Flexible Working
At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Career Development
In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.

Reserve List
If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.

Application Process
The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: recruitment@maps.org.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.

Selection Process:
Stage 1: A 30-minute informal conversation with a Reed recruiter.
Stage 2: A 1-hour competency-based interview with the MaPS panel via TEAMS. This interview will include a presentation and a series of competency-based questions that focus on the essential criteria of the role and your relevant experience.

Job Reference: MaPS00801
Close Date: 25^th March 2025