Onboarding Advisor

3 months ago

StokeonTrent, United Kingdom Bally's Interactive Full time

**Who we are**:
Bally's Interactive is the digital arm of one of the world's leading entertainment providers, with tens of millions of players across the globe and an unmatched ecosystem of products spanning across the sports betting, iGaming and free-to-play. Our brands and sites include market movers and shakers like JackpotJoy, Bally Bet, Vera&John, Virgin Casino and many more. We make our mark by embracing the diversity of our global team, challenging ourselves, and striving to make a difference for our players.

**Well, what about the team?**:
We are looking for Onboarding Advisor to join the team and contribute towards the enhancement of our Customer Operations department by designing and conducting knowledge-sharing programs that will boost employees' workplace performance. As a Customer Operations Onboarding Advisor, you will embrace creative eLearning solutions, adopt visionary employee training techniques, and explore stimulating employee training strategies.

You will be responsible for designing and delivering onboarding sessions, tools, and resources that help new starters with our customer operations systems, products, and operational processes. You will also be responsible for continuously supporting the wider Customer Operations department with the latest updates, releases, and refreshers across both Chat and Customer Support.

**To accommodate training for all teams and shift patterns across the wider Customer Operations department, the working hours for this position range between 07:00-02:00 Monday-Sunday.**

**So, what will you be doing?**:

- Developing and continuously evolving the onboarding Journey, partnering with stakeholders across the operation.
- Demonstrating flexibility by engaging in hands-on support. Must be prepared to take customer contact and support chat during quieter training periods and when business needs required.
- Evaluating and updating existing onboarding modules and keeping them aligned with process and industry changes.
- Collaborating with managers to assess and enhance employees' knowledge of products, processes and operations systems.
- Creating instructional materials, aids, and toolkits to foster and support operational knowledge.
- Identifying KPIs and evaluate the effectiveness of interventions against established metrics, such as CSAT and quality.
- Incorporating feedback into continuous improvement initiatives.
- Collaborating with stakeholders to plan, prepare, and deliver sessions based on the latest product and promotional releases.
- Foster strong relationships with customer operation team leaders and the training team, actively promoting relevant training courses, online learning tools, and resources to address specific learning needs.
- Managing behaviours and absence in real time whilst trainees are in induction with supporting documentation for the Team Leaders.
- Measuring key employee retention rates and implement changes in induction to support a reduction in attrition rates.

**And what are we looking for?**:

- Excellent communicator, adept at conveying information clearly and effectively.
- Proven experience in delivering on-boarding and small group training sessions.
- Vast knowledge and experience in chat and customer support systems.
- Exhibits a deep understanding of internal operational processes and actively contributes to identifying potential issues and proposing improvements.
- Ability to present complex information to diverse audiences in a simple and accessible manner.
- Demonstrates a passion for nurturing and continuous learning.
- Possess extensive knowledge of our products and systems.
- Familiarity with the player cycle and on-boarding cycle, showcasing a comprehensive understanding of these processes.
- Proficient in various learning methods, tools, and techniques.
- High level of personal organisational skills, ensuring efficient management of tasks and responsibilities.
- Shows dedication to continuous learning and professional development.
- Demonstrates creative thinking and innovative problem-solving capabilities. Detail-oriented, recognising the importance of even the smallest aspects.

**This is what you'll get**
- **25 days annual leave plus bank holiday allowance**:

- **Annual bonus of up to 10%**:

- **Pension plan**:

- **Health insurance**:

- **Company share scheme**:

- **Paid volunteer days**:

- **Home office allowance**:

- **Wellness or Gym allowance**:
**DNA / Values**:
At Bally's Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do

We are **Always Ready** to embrace change, adapt, and do what it takes to delight our customers. We believe that **You Make the Difference**, which is what gives our players the best experience and keeps them coming back. We are **All One Team**, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are **Learning Every Da

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