Customer Service Trainer

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

As a CS Trainer, you will design and deliver various trainings, across the Group’s Operation teams, in order to ensure team performance and meeting service group objectives. You will serve as a source of knowledge and be a mentor to the employees in the location. Support trainees and their teams extensively throughout the training and provide the necessary guidance in the post-training period.

• Create, constantly update, improve and deliver high quality Induction trainings for various CS Operations teams’ new hires, according to the business needs and current products and services the company is offering.

• Support Operations or carry out training needs analysis of employees within CS teams and identify and deliver development solutions and refresher trainings

• Coach and mentor CS agents in increasing personal performance and provide management team with recommendations on further competency development interventions needed

• Design and deliver trainings for the entire Entain group products and service portfolio including programs for B2B partners, CS teams or trainers in other locations.

Qualifications

• Previous experience in a training/instructional role, ideally withing the Gaming Industry
• Genuine passion for learning, development and coaching
• Enjoys speaking to an audience
• Good level of English
• Additional language is a plus
• Good communication skills and ability to effectively deliver feedback;
• Self-starter
• Ability to perform well under tight deadlines within a dynamic environment;
• Proven aptitude to work in a team, as well as guide and influence others;
• Demonstrated decision-making and problem solving skills.
• Good command of Microsoft office suite
• Experience with other back-end tools such as Zendesk is a plus

Additional Information

• Achievement Drive
• Works well with others
• Agile thinker
• Self-starter
• Organised

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.