Customer Outcomes & Resolution Competency Coach

Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices. Role Purpose - Support the Customer Outcomes & Resolutions Coaching Lead to develop and maintain a customer focused, high quality and technically competent team(s) across 1st line assurance, complaints and specialist support. Requirements:

• Develop effective and high-quality learning materials and programmes with continuous assessment and improvement. Ensure that training material and any supporting documents are reviewed and approved by the relevant stakeholders and accountable senior management.
• Conduct regular training needs and skills gaps analysis to identify improvement opportunities.
• Implement and maintain appropriate training and competency records.
• Ensure the best possible delivery of training for learners. 
• Support with building, developing, maintaining  and delivering the onboarding experience for new team members.