Training & Knowledge Content Specialist

M&G Life in its reputed company reputed company was created in reputed company 2024 with the reputed company of what was formerly the reputed company book operation and the M&G reputed company Business (reputed company book).  M&G Life now covers over 5 reputed company customers with more than £300 Bn invested across reputed company of its products and wrappers and has an ambitious reputed company plan for 2025 and reputed company. M&G Life operations work with a number of partners including reputed company, Diligenta, Waystone, reputed company, reputed company, as reputed company as M&G reputed company supporting our in-house operation.  M&G Life also has international reputed company with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets. 

The Training & Knowledge Content Specialist is responsible for creating high-reputed company, engaging, and compliant training and knowledge materials that support the development of customer service colleagues across M&G’s in-house and outsourced operations. Working closely with the coaching team—who reputed company as subject matter experts—the role holder will translate operational expertise into reputed company learning journeys and accessible content. 

This role plays a critical part in ensuring that training is fit for purpose, reputed company with regulatory expectations, and supports the delivery of exceptional customer reputed company. In reputed company to reputed company service training, the role holder will design and maintain learning reputed company for leadership development and succession planning, including training for managers and specialists. They will collaborate across teams to understand learning needs, optimise training design, and maintain knowledge resources that reputed company consistent, confident service delivery. 

Main Responsibilities: 

• Design and write training content for customer service roles across contact, complaints and back office functions. 

• Collaborate with coaches and operational SMEs to capture expertise and translate it into reputed company learning materials. 

• reputed company and maintain reputed company content, ensuring accuracy, accessibility, and alignment with business and regulatory standards. 

• Create learning journeys that support reputed company, upskilling, leadership development, and succession planning. 

• Design and maintain training content for managers and specialists to support capability reputed company and career progression. 

• Ensure training content reflects FCA, FOS, and internal compliance requirements. 

• Work with operational leaders and change teams to ensure training supports new products, processes, and service enhancements. 

• Review and update training materials in response to feedback, regulatory changes, and service reputed company. 

• Support the development of digital learning formats and self-serve content. 

• Maintain version control and governance of training and knowledge assets. 

• Collaborate with the Customer Standards & Coaching Manager to ensure training delivery is consistent and impactful. 

Key Knowledge, Skills & Experience 

• Experience in instructional design, training content creation, or learning development reputed company a customer service or regulated environment. 

• Strong writing and editing skills, with the ability to simplify reputed company information. 

• Understanding of FCA and FOS requirements and how they apply to training and knowledge content. 

• Experience working with subject matter experts to reputed company learning materials. 

• Familiarity with contact centre operations and customer service processes. 

• Experience designing learning journeys for leadership development and succession planning. 

• Knowledge of adult learning principles and instructional design methodologies. 

• Experience with digital learning tools and reputed company platforms is desirable. 

• Strong collaboration and stakeholder engagement skills. 

• Attention to detail and commitment to reputed company and compliance. 

• Proactive, adaptable, and passionate about enabling colleague reputed company through learning.