Paragon Banking Group PLC
Development Officer
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About The Role
Let’s grow together!
A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re an experienced Development Officer looking for an opportunity to grow in a friendly environment, we’re looking for you!
We’re flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let’s grow together …
Purpose of the Role
The purpose of this role is to support the Manager and Team Leader in delivering high-quality training for new and existing employees across multiple departments (Collections & Servicing) within Customer Operations, including Buy-to-Let Mortgages, Secured Loans, Motor Finance, and Savings Accounts.
The Development Officer is instrumental in developing colleague capability by facilitating engaging training sessions, delivering structured one-to-one feedback through roleplays and live call assessments, and ensuring employees achieve confidence and competence in their roles. As the majority of customer interactions fall within Collections, the role also requires the Development Officer to handle live Collections calls under trainee observation, providing a demonstrable model of best-practice call handling.
This position is essential in enabling Operational Learning & Development (OL&D) to deliver excellent customer service. The role ensures bespoke departmental training needs are met and that all learning activity complies with internal policies, procedures, FCA regulations, and GDPR requirements. The Trainer will help colleagues understand financial products, manage customer interactions professionally, and consistently meet quality and compliance standards.
What You'll Be Doing
- Deliver Effective Training: Deliver structured training and one-to-one coaching to new and existing colleagues, ensuring they develop the knowledge and skills required for their roles.
- Model Best Practice: Maintain current process knowledge by taking live customer calls, particularly within Collections, and demonstrating effective call-handling standards.
- Identify Learning Needs: Assess capability gaps through observation, feedback, and performance insights, recommending appropriate interventions to support colleague development.
- Lead by Example: Consistently demonstrate company values, professionalism, and best practice in all interactions.
- Ensure Regulatory Alignment: Promote compliance with FCA regulations, Conduct Rules, TCF principles, GDPR, and internal policies within all training and coaching activity.
- Monitor and Report Progress: Track learner development, maintain accurate training records, and escalate progress or concerns to the OL&D Manager and Team Leader.
- Act as a Point of Contact: Serve as a trusted support resource for new starters throughout their onboarding journey.
- Communicate Effectively: Build strong working relationships and promote clear, positive communication across teams.
- Maintain Operational Awareness: Keep up to date with changes in processes, products, and systems to ensure training remains accurate and relevant.
- Demonstrate Professional Behaviours: Uphold and promote company values, resilience, professionalism, and high standards of conduct in all learner interactions.
- Develop Training Materials: Maintain, and update engaging training content and lesson plans to ensure alignment with current processes, policies, and best practice.
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Skills
About You
- At least 12 months’ experience in Collections, ideally within Mortgages, Buy-to-Let Mortgages, or Motor Finance
- Strong call-handling skills and the ability to manage customer queries and complaints effectively
- Awareness of FCA Conduct Rules and ability to role model compliant behaviour
- Ability to identify skill gaps and recommend targeted development interventions
- Experience in training delivery, coaching and/or training design
- Excellent written and verbal communication skills, including confident group presentation abilities
- A friendly, approachable, and consistent manner when supporting others
- Ability to deliver constructive feedback and adapt to different learning styles
- Confidence in supporting colleagues and sharing knowledge across teams
- A willingness to learn and understand wider operational areas across the Group
- Self-motivation, strong initiative, and the ability to work independently
- High attention to detail across all areas of work
- Strong organisational and problem-solving skills
- Proficiency in Microsoft PowerPoint, Excel, and Word
Even if you don’t meet all the criteria, we encourage you to apply. At Paragon, we value diversity and we’re excited to hear from passionate individuals like you! If you’re ready to contribute to the team, please apply.
Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page.
Please note, applicants must have the right to work in the UK. We do not offer visa sponsorship.
Working Arrangements
Monday - Friday 08:30 - 17:00 (1 hour lunch). This is a hybrid role. While some duties can be performed from home, most work will be office-based depending on training delivery and operational demand. Office attendance will not follow fixed days and will vary in line with business and learner needs.
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Inclusion
As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone. If you have a disability, long term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team.
About Us
What can we offer you?
- Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave
- Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
- Profit Related Pay: We share some of our annual profit with our eligible employees
- Pension Plan: We contribute up to 10% of your annual salary towards your pension
- Family Friendly policies: We offer enhanced parental pay and paid time off for fertility treatment
- Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more
- Volunteering Day: Contribute to causes you care about with one volunteering day per year
- Life Assurance and Personal Accident Cover
Be flexible
We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.
Be yourself
As an equal opportunities employer, we welcome diversity and care about inclusion. That’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business.
Be heard
We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.
Be well
We will give you access to a range of tools and resources to support your wellbeing. This will include a digital GP service via our free Employee Assistance Programme, access to our Wellbeing team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment, and another multitude of wellbeing services.
Be better
We want you to reach your potential and, as a Platinum Investors in People employer, we’ll encourage you to learn and develop by building a personalised development plan together with your manager.
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Skills