Training Executive

4 weeks ago

London, United Kingdom Entain Full time

**About The Role**:
**Role Purpose**

**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 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
- Constant Improvements - constantly work towards improvements through (but not limited to):

- 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 upskilled 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
- Working closely with site management to ensure all key processes are captured and documented for training and quality requirements
- Perform any other duties as assigned and required

**Qualifications and Educational Requirements**
- 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
- Previous experience of designing, delivering and evaluating learning
- Experience of working in a customer service environment, not necessarily as a trainer

**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 organizing skills
- Competent with MS Office suite (e.g.: Word, Excel, PowerPoint)

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