Training Executive

Company Description

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

Job Description

Training and Development:

• To deliver New-Hire/Induction training to the CS Division, ensuring quality of delivery to meet the learner’s and Operation’s needs
• To identify and deliver ongoing process, systems and soft skills training to the contact centre agents, team Managers and other colleagues where necessary
• To deliver high quality, learner-centred classroom / virtual training / facilitation, applying traditional and contemporary learning theory and practice including virtual, side by side, gamification and 1:1 training
• Maintain training registers and regularly report on compliance and training KPIs as required by the business
• Communicate new processes – joint responsibility with Customer Operations Team Managers to brief in new processes and procedures to the Customer Operations team and provide training support as needed
  
  

Instructional Design

• To routinely and consistently design, review and update training materials to ensure the standard, quality, relevance and version controls are maintained
• Constant Improvements – constantly work towards improvements through (but not limited to):
• Identifying areas for improvement, focus delivering feedback which assists in developing the “best in class” service to our customers and provide cost effective/business focused solutions to the Management team.
• Liaising with the product verticals to improve product and procedural knowledge of the team through the use of coaching and learning scenarios.
• Ensuring self-knowledge is up to date on all aspects required (e.g. product, process etc.)
• To work with the site management team to identify training needs and to agree the most appropriate training intervention
• Design of new product and platform training – responsible for creating new training materials to enable customer operations colleagues to be upskilled effectively on new products, processes, systems (including any supporting behaviours)
• Working closely with site management to ensure all key processes are captured and documented for training and quality requirements
  

People Management

• To effectively manage the performance and assessment of learners throughout the duration of the training, adhering to HR protocols, involving line managers and buddies where appropriate
• To evaluate training and development solutions and assess new recruits against established performance and probationary measures, and provide coaching sessions and constructive feedback to individuals and line managers
• Manage the learner’s discipline, including attendance and adherence in accordance to company’s and department’s guidelines and policies, conducts investigation and intervention as well as formal disciplinary hearings in consultation with HR and completes all HR documentation and files
• Perform any other duties as assigned and required
  
  

Qualifications

A qualification in training design / delivery (or working towards) is essential. Experience of developing online learning is desirable

• Good planning and organising skills
• Competent with MS Office suite (e.g.: Word, Excel, PowerPoint, etc.)
• Fluent in English – written and spoken to an excellent standard
• Online gaming support centre experience – an advantage
• Performance management experience
• Decision-making and problem-solving skills and can work with minimum supervision
• Excellent coaching skills
• Ability to critically assess own performance and performance of assigned learners
• Strong analytical skills and detail oriented
  
  

Additional Information

• An understanding of the adult learning cycle
• Understanding and experience in coaching and mentoring
• Knowledge of the sales & service cycles
• Excellent presentational, verbal and written communication skills
• A high impact classroom delivery style and the ability to manage a room
• Ability to evaluate interventions and recommend points for improvement
• Strong facilitation skills
• Ability to manage a group within a training environment
• Ability to quickly build rapport at all levels
• Ability to work autonomously when delivering training and to work as part of a team
• Ability to self-motivate, with a desire to grow and develop
• Ability to input into the design of training interventions
• Previous experience of designing, delivering and evaluating learning
• Experience of working in a customer service environment, not necessarily as a trainer
  
  

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.