Learning & Development Trainer - Home Insurance

Learning & Development Trainer - Home Insurance

Haywards Heath or Manchester
From £28,000 - depending on experience
People JFG
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We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.

We’re on the hunt for a talented L&D Trainer to join our People team in Haywards Heath, West Sussex, or Salford Quays, Manchester.

You'll be key to supporting the Learning and Development process in the launch of a new Home Insurance product.

The ideal candidate will have a passion for developing others, experience in a training role and a good knowledge of Home Insurance. Working as part of a great Learning & Development team, you'd be linking with internal stakeholders as well as outsource partners to make sure we provide the best possible service to our customers.

We're looking for someone to help ensure targets and personal effectiveness are met from onboarding to main floor. You'll devise and deliver a range of learning interventions to meet the needs of colleagues and the business.

To be successful in this role, you'll need to:

  • Have previous experience within an in-house training role
  • Have experience of creating training programmes
  • Ideally have experience and knowledge of working in home insurance

Job responsibilities:


  • Identify and deliver effective learning & development solutions to First Central colleagues and outsource partners aligned to business and department needs
  • Build relationships with business stakeholders and outsource partners to drive and maintain a coaching and learning culture with the ability to demonstrate the delivery of developmental coaching for employees using a range of tools
  • Where relevant, manage the training relationship between First Central and Outsource Partners’ Trainers
  • Collaborate with peers to ensure consistency, drive continuous improvement, self-development and participate in department related people projects as required

Identify training needs:

  • Work closely with stakeholders to understand technical, product, process and soft skills development needs in their business areas, working closely with them to design, deliver and evaluate solutions
  • Deliver, review and discuss feedback from the Quality Assurance process with line managers and support coaching employees to achieve performance

Design and delivery

  • Develop colleagues and increase their technical, product, process and soft skill set to enable them to maximise their performance and potential
  • Demonstrate a ‘blended learning facilitator style’ introducing a blend of classroom learning, desk-based coaching, eLearning interventions, content curation and emerging digital learning techniques as appropriate
  • Deliver and manage our Inductions, evaluating the outcome of each cohort and regularly reviewing content and design in line with business objectives and performance
  • Design and deliver ‘Train the Trainer’ on a range of learning solutions to new team members and our outsource partner trainers
  • Incorporate EVP principles into all aspects of training design and delivery


  • Evaluate training and development through effective analysis and evaluation tools for business benefits reporting
  • Support colleagues through call listening and customer feedback to ensure customer service standards, quality and regulatory adherence are maximised
  • Review and update learning as necessary based on previous outcomes and to adapt to changes occurring in the work environment

Job-specific competencies

Experience & knowledge

  • Good knowledge of Home Insurance is highly desirable
  • Experience of developing others in a heavily regulated environment (e.g. contact centre / financial services)
  • Experience of building strong stakeholder relationships
  • Facilitation and coaching skills
  • Good understanding of different personality types and motivational drivers
  • Good understanding of the 70:20:10 principle of learning
  • Up to date knowledge of business products and services
  • Up to date understanding of quality and verification principles
  • Excel, MS Office, FOCUS, ICE, Knowledge Base
  • Good understanding of First Central’s business objectives
  • Strong knowledge of FCA requirements (including TCF) and DPA regulations

Skills & Qualifications

  • Certificate in Learning & Development or equivalent
  • Ability to translate training needs into development solutions
  • Confident facilitation to groups of up to 20 people at an appropriate level for the audience
  • Good numeracy skills
  • Problem solving skills with the ability to adopt a logical approach to solving problems


  • In first Central, individual leadership is critical to all roles, and therefore important for all colleagues to demonstrate against our values Collaboration, Ownership, Agility and Ambition
  • Ability to work under pressure and tight deadlines
  • Displays enthusiasm, accountability, commitment and sense of purpose in interactions with customers and colleagues
  • Responds positively to changing circumstances
  • Values the contributions of others by welcoming an open exchange of ideas and views
  • Demonstrates a passion for new ways of learning
  • Self- motivated and forward-thinking with an organised and proactive approach
  • Takes initiative for decisions and to makes things happen
  • Emphasises attention to detail and accuracy
  • Target driven, and results focused
  • Open and approachable

What can we do for you? 

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.

We’ve received some great feedback from employees on Glassdoor. Don’t believe us? Check out our reviews for yourself!

We’re happy to discuss flexible working during the recruitment process .

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86% of people would recommend a friend to work at First Central

Based on 150 Glassdoor reviews (October 2021)


View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.


We give you an extra day off to celebrate a special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.