Head of Training

Role: Head of Training 

Location: London / Bournemouth / Southampton - office based 

Department: Operations 

The role 

The Head of Training will own the design and delivery of broker training across OneDome Group, with a primary focus on helping brokers joining the business use OneDome's bespoke CRM and wider software effectively. This includes employed brokers, self-employed brokers, and principals, advisers and relevant support staff within Appointed Representative (AR) firms, as well as teams joining through acquisitions. 

This is a hands-on leadership role. You will personally deliver training, build a repeatable onboarding programme and ensure brokers can confidently complete their everyday work using our systems. You will also lead refresher training and support the adoption of new software, features and processes across the existing broker population. 

Your central responsibility is to turn training into demonstrated systems proficiency, consistent working practices and faster broker productivity. 

Key responsibilities 

Broker onboarding 

• Own broker training from pre-start preparation through induction, practical assessment and follow-up support during the first 90 days. 
• Create structured learning pathways for employed and self-employed brokers, AR principals and advisers, and relevant support teams. Adapt delivery to experience, role and permitted activities while maintaining common standards. 
• Coordinate training schedules, system access and readiness with recruitment, Operations, network teams and IT so individual joiners and larger cohorts receive timely support. 
• Set clear learning milestones, identify gaps early and provide additional coaching where brokers need help applying their training. 

OneDome CRM and software training 

• Become the training expert on OneDome's bespoke CRM, connected software and operational workflows, and personally deliver practical instruction on their use. 
• Teach complete broker journeys, including lead management, client records, fact-finding, document handling, tasks, case progression, client communication, referrals, pipeline reporting and ongoing client reviews. 
• Cover the connected sourcing, quotation, client portal and communication tools relevant to each role, explaining how information moves between systems and where it must be recorded. 
• Use realistic case exercises and approved training environments with test or anonymised data to assess whether brokers can complete key workflows independently and accurately. 

Training delivery and resources 

• Personally deliver in-person and virtual induction sessions, workshops, software demonstrations, one-to-one coaching and regular drop-in clinics. 
• Build and maintain a central training resource containing short videos, step-by-step guides, practical exercises, checklists, FAQs and assessments. 
• Combine live training with self-paced learning so the programme can support growing broker numbers without losing quality or individual support. 
• Develop capable trainers and local systems champions as the business grows, and coordinate specialist contributors where needed. 

Ongoing adoption and software changes 

• Work closely with Product, Technology and Operations to understand upcoming releases and prepare training before new functionality or processes are introduced. 
• Keep learning materials aligned with the software version and workflows in use. Deliver refresher training when systems change or adoption gaps emerge. 
• Support brokers and acquired businesses moving onto OneDome systems through tailored transition programmes and practical support during rollout. 
• Capture broker feedback and recurring difficulties, distinguish training gaps from software or process problems, and pass actionable findings to the appropriate teams. 

Quality and performance 

• Define and record practical systems competency assessments, including the ability to complete a representative case accurately. Agree readiness criteria with Operations and relevant business leaders. 
• Use CRM adoption data, case quality findings, support requests and manager feedback to identify training needs and target follow-up coaching. 
• Work with Compliance and the relevant training and competence owners to embed approved procedures, data handling, record-keeping and customer outcome expectations into training. 
• Maintain accurate records of attendance, completion, assessment results and remedial support. Systems proficiency assessment is separate from regulated adviser competence and authorisation decisions, which remain with the designated owners. 
• Report regularly to the VP of Operations on onboarding progress, demonstrated proficiency, adoption, recurring gaps and improvements in broker effectiveness. 

Wider training support 

Support training on OneDome products, services and referral processes so brokers understand how to use the platform to meet client needs. Contribute to other operational training priorities where agreed with the VP of Operations, while keeping broker onboarding and systems training as the primary focus of the role. 

About you 

You are an effective trainer who enjoys working directly with brokers and can translate complex software and processes into clear, practical instruction. You can establish a training function while remaining closely involved in delivery. 

Essential experience and skills 

• Experience designing and personally delivering training for mortgage brokers or financial advisers, with a strong understanding of mortgage broking workflows. 
• Demonstrable experience training users on CRM platforms or other business software, including practical assessment and support after initial training. 
• Experience creating structured onboarding programmes for people with different levels of experience and digital confidence. 
• The ability to learn bespoke software quickly and explain how to apply it to real client cases and everyday tasks. 
• Strong facilitation, coaching and written communication skills, including the ability to produce clear guides and engaging digital learning materials. 
• Experience using adoption, quality and performance data to evaluate training and improve outcomes. 
• Strong organisation and stakeholder-management skills, with the confidence to work across broker teams, AR firms, Operations, Product, Technology and Compliance. 

Desirable experience and qualifications 

• Experience within a mortgage network or a business supporting employed brokers, self-employed brokers and AR firms. 
• Experience supporting CRM implementation, software migration or the integration of acquired businesses, and building training capacity across multiple locations. 
• Experience using learning management systems and e-learning authoring tools; a relevant training qualification and/or CeMAP or an equivalent mortgage qualification. 

What success looks like 

Success will be assessed against agreed baselines and targets, with reporting by onboarding cohort and broker population. The key measures will be: 

• Timely completion of onboarding and practical assessments, with clear records of proficiency and any outstanding support needs. 
• Reduced time to demonstrated systems proficiency and effective case handling. 
• Sustained use of required CRM workflows and relevant software, including adoption of new functionality. 
• Improved record completeness and fewer avoidable processing errors, repeat training-related support requests and cases requiring rework. 
• Positive broker and manager feedback, supported by evidence that learning is being applied in day-to-day work. 

About OneDome

OneDome is a UK-based housing and fintech technology platform building an AI-powered platform to simplify life’s biggest financial decisions — from buying a first home to building and pro-tecting long-term wealth.

The platform brings together property discovery, mortgage origination, legal and transaction ser-vices, insurance, and financial planning into a single, end-to-end digital experience. OneDome’s flagship HomeBuyer Service reimagines home ownership as a retail-style product, bundling every-thing required to purchase a home into one transparent, fixed-price offering. Beyond home pur-chases, the platform supports customers across the full lifecycle of home ownership and personal finance.

OneDome operates at scale, working with a nationwide network of over 500 mortgage brokers and arranging approximately $1.4 billion in mortgage volume per month, positioning the compa-ny among the largest housing and mortgage platforms in the UK.

The company is profitable and has been recognised for rapid, capital-efficient growth, including being ranked the 4th fastest-growing fintech and 17th fastest-growing technology company by the Deloitte Fast 50 in 2025, and the 6th fastest-growing tech company by the Sunday Times Tech 100 in 2026.

Backed by Channel 4 Ventures and family offices across the UK, Saudi Arabia, the United States, and Australia, OneDome is building the next generation housing and fintech super-platform, re-placing fragmented, manual processes with a modern, data-driven, AI-enabled consumer experience.