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Learning and Development Facilitator

As a facilitator delivering content around Communication Skills, you will play a crucial role in delivering our communication skills programme with a focus on phone skills. This role will sit within our Learning & Development Team.

Contract: Fixed term contract 6 months

Working hours: 35 hours per week is full time. Where possible, we are open to considering part time/flexible working patterns. Please let us know in your application your desired working pattern.

Salary: £43,000 per annum

Reporting to: Learning and Development Facilitator

London: Docklands

Our hybrid policy sees us all working at least four days across a fortnight in the office. However, in this role you will be expected to deliver in person training as and when required during this contract which may be more than four days across a fortnight, primarily in London and Coventry. Travel to Edinburgh may be requested.

You will work closing with experienced caseworkers, subject matter experts, and other L&D professionals to deliver an engaging and supportive learning experience.

Key responsibilities

Facilitate engaging training sessions, including in-person workshops, virtual sessions, and blended learning experiences, ensuring that all participants are engaged and can actively participate.
Tailor training delivery to accommodate various learning styles and needs
Regularly review and update training materials to ensure they reflect current best practices, legal requirements, and the latest industry developments.
Foster a positive and inclusive learning environment that encourages open communication, critical thinking, and continuous improvement.
Design and administer in class assessments to evaluate the knowledge and skills of learners
Provide timely, constructive feedback to learners, highlighting strengths and areas for development, and offer strategies for improvement.
Collect and analyse feedback from training participants, mentors, and other stakeholders to identify areas for enhancement in training delivery and content.
Ensure that all training content and delivery methods are inclusive, accessible, and respectful of diverse cultural backgrounds, experiences, and perspectives.

To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:

Minimum Criteria

Proven experience in presentation and facilitation
Competency in using various training tools and technologies, including virtual learning platforms
A proactive and innovative approach to problem-solving and continuous improvement
Ability to foster an inclusive and supportive learning environment

Desirable Criteria

We would also like you to have the following:

Experience delivering phone skills or similar communication skills programmes
A good match on an individual level to our organisational values.
Excellent interpersonal and communication skills, with a sensitivity to diverse learning styles and needs
Strong organisational skills and attention to detail

Why Financial Ombudsman Service?

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here: https://www.financial-ombudsman.org.uk/who-we-are/aims-values

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:

25 days holiday entitlement, with the option to buy extra or sell days
Generous pension
Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
Employee Assistance Programme
Extensive opportunities for personal and career development
Fully equipped on-site gym open 24 / 7 (London office only)
Extensive Well-being resources including on-site therapists (London office only)
Beautiful and bright London office looking over the Thames and near to mainline stations
Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!

How do I apply?

Please upload a current CV along with a supporting statement of no more than 750 words on how you meet the minimum criteria.

Applications need to be submitted by 23.59pm Sunday 21st June 2026

Successful applications will be invited to a telephone call with a member of the Talent Acquisition Team.

Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

We’re proud to be an inclusive employer

We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email hrsupport@financial-ombudsman.org.uk and let us know your preferred method of contact.

Financial Ombudsman Service

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Learning & Development Facilitator