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Training Executive

Posted 17 May by Betting Appointments Easy Apply Ended

Training Executive



Role Purpose

To design and deliver operational, mandatory and regulatory technical training and/or coaching to support induction and ongoing upskilling of colleagues within Customer Operations.

Key Responsibilities:

  • To deliver Induction training to the Customer Services department, ensuring quality of delivery to meet the learners 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 routinely and consistently design, review and update training materials to ensure the standard, quality, relevance and version controls are maintained
  • To deliver high quality, learner-centred classroom training / facilitation, applying traditional and contemporary learning theory and practise incl. virtual, side by side, gamification and 1:1 training
  • To effectively manage the performance and assessment of delegates 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 constructive feedback to individuals and line managers
  • To work with the site management team to identify training needs and to agree the most appropriate training intervention
  • Maintain training registers and regularly report on compliance and training KPIs as required by the business
  • Design of new product and platform training - responsible for creating new training materials to enable customer operations colleagues to be up-skilled effectively on new products, processes, systems (including any supporting behaviours)
  • 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
  • Identify areas for improvement, focus on delivering feedback which assists in developing a 'best in class' service to our customers and provide cost effective/business focussed solutions to the Management team

Qualifications and Educational Requirements:

  • Previous experience of designing, delivering and evaluating training in a customer service oriented environment
  • An understanding of the learning cycle
  • Understanding and experience of 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
  • Ability to turn the learning cycle theory in to practice in a business environment

Specialist Skills and Experience Required:

  • A qualification in training design / delivery (or working towards) is essential.
  • Experience of developing on line learning is desirable
  • Good planning and organising skills
  • Competent with MS Office suite (Word, Excel, PowerPoint)

We regret that due to current volumes, we are unable to acknowledge every application. All successful candidates will be contacted as soon as possible. If you are contacted, please note that, as part of the registration process, you will be required to provide us with proof of identity and proof of eligibility to work in the UK.

Betting Appointments, part of the St George's Recruitment Group, is acting as an employment agency in regard to this vacancy. We specialise in finding great jobs for great people; our consultants handle a wide range of roles within the betting and gaming industry. If you're looking for a fresh approach to betting and gaming recruitment, please contact us now.

Reference: 35170911

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