Life & Pensions Trainer – Regulatory & Operations

Ashton Recruitment is recruiting on behalf of our client for an experienced Life & Pensions Trainer to join their operation in Romford.

Life & Pensions Trainer – Regulatory & Operations

Location: Romford, Essex
Job Type: Full-time, Permanent

This is an excellent opportunity for an experienced financial services trainer with a strong background in UK Life & Pensions to take ownership of onboarding, operational and regulatory training.

The successful candidate will design and deliver structured training programmes across Life & Pensions operations, ensuring employees meet FCA, Consumer Duty, complaint handling and client requirements, while improving capability, quality and customer outcomes.

Key Responsibilities

• Deliver onboarding and ongoing training across Life & Pensions products and processes
• Provide classroom, virtual and on-the-job training
• Support new employees through nesting and floor-walking activities
• Deliver training covering FCA regulations, Consumer Duty and DISP complaint requirements
• Train employees on vulnerable customer handling and treating customers fairly
• Ensure compliance training is documented, auditable and regularly refreshed
• Work closely with Compliance to update regulatory training content
• Train employees on complaint identification, logging, escalation and final response standards
• Use complaint MI and quality results to identify training needs
• Support root cause analysis and feed learning back into training programmes
• Develop and maintain SOPs, training materials and process documentation
• Deliver refresher training and coaching where performance gaps are identified
• Assess training effectiveness through coaching, observations, quality reviews and competency assessments
• Track training completion and competency levels
• Work closely with Operations, Quality, Compliance and Client teams
• Provide training documentation and evidence to support audits

Essential Criteria

1. Minimum 5 years’ experience within UK Life & Pensions in an FCA-regulated environment
2. Previous experience delivering operational, technical or regulatory training
3. Strong understanding of Life & Pensions products, customer servicing processes and operational workflows
4. Experience delivering classroom, virtual or on-the-job training
5. Experience supporting employee onboarding and ongoing competency development
6. Good understanding of FCA regulation, Consumer Duty and complaint handling
7. Experience developing and maintaining training materials, SOPs and process documentation
8. Experience assessing learning effectiveness through coaching, observations, quality reviews or competency assessments
9. Strong communication and stakeholder management skills
10. Ability to work effectively with Operations, Quality, Compliance and Client teams

The Ideal Candidate

1. You will be an experienced Life & Pensions professional with a strong training background and the ability to translate complex regulatory and operational requirements into clear, practical training.
2. You will be confident delivering training to both groups and individuals and comfortable working closely with operational, quality and compliance teams to improve employee performance and customer outcomes.
3. If you have strong UK Life & Pensions experience combined with a background in training and development, we would be keen to hear from you.

If interested, apply directly or contact Michael on [phone removed].

Ashton Recruitment is acting as a Recruitment Agency.

Job Features

Job Category

Admin, Finance & HR