SME Telephony Trainer

Discipline: Internal
Job type: Permanent
Contact name: Gill Jones

Contact email:
Job ref: 008162
Published: 23 days ago

SME Telephony Trainer x2

Location: Manchester 

Contract: Permanent  

Grade: DR3

Working hours:  Mon-Fri 8am-4pm 


The Co-operative bank has a lot to be proud of since the launch of the Ethical Policy in 1992 which remains unique in UK high street banking. We believe our approach to banking, with values and ethics at the centre of everything we do sets us apart and remains the key reason why approximately 4 million customers choose to bank with us.


Job purpose: 

To deliver training and coaching to SME Telephony new starters and additional upskilling to experienced colleagues. You will own the SME training plan and the delivery of it, ensuring it is up to date and maintained and delivered effectively.


Key responsibilities: 

  • Develop and provide feedback and individual performance and use this to assist individuals and line managers to translate identified    development needs into suitable development plans, providing support and monitoring the implementation of these plans.
  • Work with coaching colleagues locally and with Business Training as appropriate to share and implement best practice.
  • Maintain an up to date knowledge of coaching methods and best practice, identify gaps in current coaching provision and design/modify and deliver appropriate coaching approaches and materials to address the identified gaps.
  • Maintain training documentation to ensure information held is accurate and compliant with all standards and regulations.
  • Maintain own knowledge of Bank products, processes and policies at delivery level and support the identification, development and implementation of improvements.
  • Organise the logistics of training events and deliver training at times and in a manner that takes account of business needs.
  • Deliver coaching to new colleagues to ensure they have the capabilities to deliver in role, in line with the Academy model.
  • Maintain knowledge of regulatory and legal requirements relevant to the role.  Support and promote compliance with those requirements within the role and the business.
  • Be an active part of an agile workforce by adapting to our customer’s needs during peak customer demands in teams we are able to flex our skill base to allow swift customer response and delivery in a transformational approach
  • Support the work of team colleagues, providing appropriate help, guidance and advice and mentoring less experienced staff to assist in their development, thereby enabling the team to improve its capability, to operate efficiently and to maximising its performance.
  • Take responsibility for your continued personal development through the use of appropriate HR tools and systems. Maintenance of a relevant, timely personal development plan is expected. 

Knowledge, skills and experience required: 

  • Understanding of SME and wider Bank business areas, including their activities and processes, hence previous experience conducting the role of an Advocate/ Team Leader in Customer Service is essential.
  • Ability to communicate effectively, using appropriate methods to suit a diverse range of people and learning styles.
  • To personally role model the Bank’s culture, values and ethics.
  • Maintain up to date knowledge of training theory and methods.
  • Ability to deliver training to groups of  capabilities, ensuring delivery of key learning objectives and through evaluation of the training.
  • Experience of coaching colleagues on the job, in order to raise individual and team performance.
  • Excellent planning and organisational skills and a proven track record of high quality delivery, with adherence to timescales.
  • Understanding of company strategy, objectives and key results areas.
  • Ability to be self-motivated and to be objective about own personal performance, willing to accept feedback and able to take responsibility for own personal development – maintain and develop expert knowledge and provide consistently high performance output.
  • Knowledge of regulatory and legal requirements relevant to the role, with positive promotion of the importance of adherence.
  • Ability to build and maintain effective relationships across all leadership levels across the Bank, in order to improve business performance.
  • Ability to influence and challenge at all levels.
  • Positive promotion of self-development and continuous improvement, utilising the full range of resources available within the Bank.


We are passionate and committed to continuing to build a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.