POL00448100 - Post Office - Job Description - Onsite Trainer - Article

Evidence on official site

POL00448100
POL00448100

Post Office Limited - Document Classification: INTERNAL

POST OFFICE JOB DESCRIPTION

Jad WES Team Leader - On-site Trainer
Grade: 2A

Post Reports to: Regional Lead Training Manager
Division: Retail Engagement

Business Unit: Retail Team

Budget Accountability: N/A

Number of Direct / Circa 9

Indirect Reports:

Salary

Location: Field Based - You may be asked to travel nationally
Closing date:

Purpose of the role

The Onsite Trainer Team Leader, reporting to the Regional Lead Training Manager, will be responsible for
delivering retail class training, on-site within the Post Office network & leading and managing a team of onsite
trainers. Being spread nationally the training team will be deployed in to branches to deliver the training and
inductions of new Postmasters who have been recruited to grow the Post Office network.

Also, as part of the role the Onsite Trainer Team Leader will be working on site with existing Postmasters who
at times need upskilling in Post Office matters and customer service techniques ensuring the existing
Postmasters are constantly developing their Post Office skill sets.

Observations of the onsite trainers as well as completing timely check in’s will be fundamental to ensure quality
assurance is evidenced on both content and delivery as well as ensuring onsite trainers are continually
developing.

The onsite trainers will be one of the key, front facing roles ensuring our network is fit for the future for
Postmasters and our customers.

Where does this role fit in within Post Office?

2A - Team Leader -
On-Site Trainer

Head of Training Delivery
Regional Lead
Training Manager

Retail Engagement Director

POL-BSFF-104-0000059
POL00448100
POL00448100

Post Office Limited - Document Classification: INTERNAL

Principal accountabilities

« Managing the delivery of in-branch training by Onsite Trainers, ensuring retail class training is delivered
to new and existing postmasters.

« Managing the deployment of Onsite Trainers within the region to ensure onsite Induction and training
support is delivered where required, providing solutions to scheduling queries and escalations.

e Ensuring quality assurance checks completed regularly and reporting findings across the region.

« Leading, coaching and developing Onsite trainers, through regular observations, monthly check-ins and

a regional development programme.

Occasionally delivering training onsite to Postmasters and teams.

Planning and organising the team of onsite trainers to ensure that onsite training and interventions are

provided in a timely manner

Upskilling teams and postmasters on complex Post Office transactions and processes.

Collaborating with stakeholders to promote our training support offering

Taking ownership in the training part of delivering the area training plan

Deploying training across the region and taking ownership across a group of branches ensuring the

training needs are met for these branches

e Making follow up visits and ensuring any training interventions are followed up and tracked through to
resolution

e Ensure effective and quality delivery of training in accordance with agreed standards and customer
requirements

e Ensuring all training documentation is received in branch and the postmasters have everything required
to perform the role

e Ensuring all processes and procedures around branch takeover/stocktake are completed accurately and
thoroughly

e Identify any gaps in the training process and make recommendations of improvements

Knowledge, experience and skills

Knowledge required

Must have a solid training background

Effective leadership skills with a passion for developing people

Strong people and stakeholder management skills

Ability to work independently

Strong communication skills

Excellent organisational skills inc. the ability to plan and prioritise workloads.

Experience of managing customer relationships

Team collaboration - demonstrate flexibility and the ability to embrace changing work situations. A

positive and highly motivated approach to meeting challenging situations, solutioneering and

overcoming barriers, resilience and tenacity is essential

e Ensure effective and quality delivery of activity in accordance with agreed standards and customer
requirements

e Responsible for the specialist training for all new postmasters, strategic partners and Directly Managed

Branch colleagues.

Experience required

e Previous line management responsibility desirable
« An in-depth understanding of the training requirements of the On-site trainer

POL-BSFF-104-0000059_0001
POL00448100
POL00448100

Post Office Limited - Document sification: INTERNAL

Personal Skills required

Excellent interpersonal, telephone and written skills

Trustworthy and professional and be able to operate in a highly confidential environment
Demonstrate and role model Post Office behaviours

Flexible and adaptable with a ‘can do’ approach

Strong team player, highly motivated and demonstrates a positive mindset

To effectively maintain relationships with key internal and external stakeholders

POL-BSFF-104-0000059_0002