Huntswood
Learning & Development Facilitator – Huntswood
Location: Durban, KwaZulu-Natal
Employment Type: Permanent
Posted: 05 January 2026
Closing Date: 19 January 2026
Industry: Customer Services
Job Functional Area: Customer Service / Learning and Development
Minimum Experience: Associate
Huntswood is offering an exciting permanent opportunity for a dedicated and passionate Learning & Development Facilitator to join its growing team in Durban, KwaZulu-Natal. This role is ideal for a learning professional who is driven by people development, knowledge sharing, and performance improvement within a fast-paced, purpose-driven customer services environment. The successful candidate will play a key role in shaping capability, confidence, and competence across the organisation by delivering high-quality learning experiences that translate directly into improved performance and service excellence.
This position is not only about delivering training sessions, but about influencing behaviour, supporting long-term development, and ensuring that learning interventions align with both business objectives and client expectations. Huntswood places strong value on continuous improvement, adaptability, and innovation, and the Learning & Development Facilitator is central to embedding these values into daily operations.
Role Overview
The Learning & Development Facilitator is responsible for designing, delivering, and evaluating learning programmes that support employee growth and operational success. This includes onboarding new employees, upskilling existing teams, closing performance gaps, and ensuring compliance with both internal standards and external regulatory requirements. The role requires energy, creativity, and strong facilitation skills to engage diverse audiences and accommodate different learning styles.
Training delivery will take place across various platforms, including in-person classroom environments and virtual learning platforms, requiring confidence in both traditional and digital facilitation methods. The facilitator will work closely with internal stakeholders, subject matter experts, and operational leaders to ensure learning interventions remain relevant, accurate, and aligned to changing business needs.
Key Responsibilities
A core responsibility of the role is the facilitation of engaging and effective learning programmes that enhance employee knowledge, skills, and workplace performance. This includes delivering onboarding programmes for new hires, ensuring they understand company culture, processes, systems, and performance expectations from the outset. The facilitator will also conduct systems training, soft skills development, compliance training, and role-specific learning interventions tailored to operational requirements.
Training methods must be adapted to suit different learning preferences, experience levels, and performance needs. This requires an understanding of adult learning principles, blended learning approaches, and the ability to adjust facilitation techniques in real time based on learner engagement and comprehension.
Evaluating the effectiveness of training is a critical part of the role. The facilitator will assess learning outcomes through feedback, assessments, performance data, and post-training observations. Where gaps remain, additional coaching, refresher sessions, or targeted interventions will be implemented to ensure learning is applied practically in the workplace.
Collaboration plays a major role in this position. The Learning & Development Facilitator will work closely with stakeholders and subject matter experts to customise training content, ensuring accuracy, relevance, and alignment with client-specific requirements. All training materials must reflect Huntswood’s values, quality standards, and strategic objectives.
Staying informed about product updates, process changes, and industry developments is essential to ensure training remains current. The facilitator will be expected to proactively update learning content and delivery approaches as business needs evolve.
In addition to formal training delivery, the role includes ongoing coaching and mentoring of colleagues. This may involve one-on-one support, small group coaching, or real-time assistance during operational activities. When not facilitating structured training sessions, the facilitator will support graduate bay groups and provide immediate guidance to address queries, reinforce learning, and improve confidence.
The role also requires conducting training needs analysis to identify knowledge gaps, skill shortages, or performance issues. These insights are then used to design targeted learning interventions that address root causes rather than symptoms, contributing to sustainable performance improvement.
Key Performance Areas
Performance in this role is measured across several critical areas. These include onboarding and training delivery effectiveness, the quality and accuracy of training needs analysis, and the design and development of impactful learning programmes. Assessment and evaluation processes must demonstrate clear links between training interventions and performance outcomes.
Stakeholder engagement is another important performance area, requiring strong working relationships with operations, management, and clients. The facilitator is also responsible for Learning Management System (LMS) administration, ensuring accurate records, tracking attendance, completion rates, and assessment results.
Continuous improvement and innovation form part of the role’s expectations. This includes introducing new facilitation techniques, learning tools, or delivery methods to enhance engagement and effectiveness. Compliance and record-keeping are essential, particularly in regulated environments, requiring attention to detail and consistency. Regular reporting on training activities, outcomes, and trends supports data-driven decision-making within the business.
Minimum Requirements and Competencies
To be considered for this role, candidates must have a minimum of three years’ proven experience as a facilitator or trainer within UK and USA financial services environments. This requirement is essential, as it ensures familiarity with regulatory frameworks, customer service standards, and compliance expectations relevant to Huntswood’s operations. Previous experience within customer services is considered an advantage.
The role requires the ability to deliver high-quality training sessions both in-person and virtually, using platforms such as MS Teams or similar tools. Strong interpersonal skills are essential, with the ability to engage, motivate, and influence diverse teams across different levels of the organisation.
Excellent communication and presentation skills are required, along with a sound understanding of adult learning principles and a range of training methodologies. Strong organisational and time-management skills are critical to manage multiple training initiatives simultaneously while meeting deadlines and quality standards.
The successful candidate must be comfortable operating in a fast-paced, dynamic environment and be willing to continuously update their knowledge in response to product, system, and industry changes. A strong working knowledge of the MS Office suite, particularly applications used for virtual learning and collaboration, is essential.
Why Join Huntswood
Huntswood offers an environment where learning and development is taken seriously and where facilitators are empowered to make a real impact. This role provides the opportunity to shape careers, influence performance, and contribute to a culture of continuous learning and improvement. For a motivated Learning & Development professional who thrives on engagement, growth, and results, this position offers both challenge and long-term career value within a respected customer services organisation.
To apply for this job please visit huntswood.simplify.hr.