Operations & Customer Services Trainer

Ref: TAP1532 / 2811A
Location: Leeds, LS1
up to £30,000.00


Our prestigious client has an excellent opportunity to join their busy operations team providing classroom, 1-2-1 and group coaching support for the business. Based in LS1, carrying out technical training rolling out technical processes and procedures.

As Technical Trainer, you will:

  • Be key to the roll out of technical processes and procedures in both a classroom environment and through side by side and group coaching.
  • Supporting Transfer Agency (TA) department with all training requirements, you will act as a central point of reference on all elements of technical and systems support to people and may also provide support on soft skills learning. This is a critical role in ensuring that all administrators within the department have the knowledge to perform their role and also have an escalation point where there is a learning gap.
  • The Technical Trainer acts as a link between the operational and central training support teams and engages in gap analysis and communication of new materials coming from the wider business. As a point of contact for the escalation of technical and customer queries, you will provide oversight of BAU work within the TA operation and provide relevant sign off as appropriate
  • There will be a requirement to work with colleagues at remote sites efficiently and effectively and as a collaborative team
  • Be the “go to” experienced referral point within the operation for all technical training queries
  • Provide coaching and local training support to the operational team
  • Support the learning needs analysis process and proactively identify opportunities for development
  • Work with internal teams in order to design and deliver training solutions
  • Managing relationships in order to ensure any design and delivery is compliant
  • Ensure that all training materials are kept up to date
  • Maintain individual training records and analysis for any training delivered
  • Ensure that change and business improvements and project updates are built into the training cycles
  • Provide support to the leadership teams across all TA sites

About You:
You will be key to the roll out of technical processes and procedures in both a classroom environment and through side by side and group coaching.

Candidates Must Have: 


  • Technical expertise of Transfer Agency product and procedures
  • Solid understanding and application of Transfer Agency systems
  • Ability to work with others to achieve tight deadlines
  • Strong and effective communication skills, both verbal and written
  • Analytical experience and ability to identify trends and root cause
  • Ability to coach and influence teams and individuals
  • Proficient in Microsoft Office



  • Investment Operations Certificate
  • Experience within the Financial Services/Funds Industry
  • Coaching/Training qualifications
  • Working knowledge of CASS rules
  • Service excellence knowledge
  • Experience of specific systems training



Benefits of working for our client include:

  • 23 days holiday, which increase with service, plus stats (with the option to purchase additional days)
  • Pension
  • Life cover
  • Flexible (opt-in) package to inc breakdown cover, medical/dental insurance, Season tickets, childcare vouchers and many more
  • Purpose statement ‘Together we achieve’ reflects how much they value working together: with each other; with clients; and with third parties, to help everyone achieve success – both personal and professional
  • On-going commitment to career progression, training and education as well as a competitive compensation and benefits package that under pins this

THE application

How to Apply

When you forward your details using the form below, please make sure that you clearly outline how you meet the criteria for required skills and experience.

Don’t forget to attach the most recent copy of your CV as a Microsoft Word™ or as an RTF (Rich Text Format) document. Please do not send a PDF or Microsoft Publisher™ documents, as these may be rejected.

Candidates must be available to attend our offices in Cleckheaton for registration. You may need to be available for interview with our client at short notice. Please check the vacancy information carefully for further information on this. If you are unsure, please do not hesitate to ask.

Please note: We review all CVs and applications that are sent to us, however due to the large volume that we receive on a regular basis, please be aware that we only respond to those candidates that have been successful with their application. As such, if you do not hear from us within 14 working days, your application has been unsuccessful.

GDPR Disclaimer: Please note that sending a CV does not constitute a registration with THE Agency (Recruitment) Limited. In line with GDPR we will permanently delete information for all unsuccessful applications and we will not keep candidate information on file for future vacancies at this stage of our process.