Trainer

Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.

About us:

We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus and Italy. We have been officially awarded the Fourth Licence (10 year licence) to operate the National Lottery starting February 2024.

‍We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Our aim is to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

While the main contribution of the National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime, largescale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.

Role Purpose:

• To consistently deliver excellent service to National Lottery customers and retailers, through the creation and delivery of training programmes, that support induction, customer service soft skills, product knowledge, technical skills and compliance. Evolving the ways of learning to inspire and motivate colleagues and utilise new technology to support efficiency and speed of learning.

Role Responsibilities:

• Create and design Customer and Retail Care training materials and tools that are engaging, support ease of learning and meet the needs of our business.
• Create, maintain and deliver an annual training plan, covering service experience, product knowledge, technical, skills and compliance.
• Plan, design, deliver and manage the multiskilling curriculum and training events in accordance with business needs, skills gap analysis, preferred learning styles and departmental budget ensuring the training plan supports the operational resource readiness and skills requirements across all service channels.
• Learning and quality performance and validation demonstrates that it supports the consistent achievement of service satisfaction, ease and service proposition KPI’s.
• Maintain training management records are kept up to date across Allwyn and 3rd party partners in line with data management policy.
• Build and maintain relationships with internal and external training bodies to improve knowledge, adopt design and implement training solutions where applicable.
• Act as an Subject Matter Expert.
• Provide support for New Technologies in order to provide appropriate Knowledge Transfer.
• Upskill Customer & Retail Care Team in line with any process or procedural updates.

Key Measures of Success:

To be successful in this role:

• Customer satisfaction ratings
• First contact resolution
• Productivity ratings
• Training programme ratings/feedback

Requirements

Key Skills and Experience:

• Experienced in training design and delivery in a customer service environment.
• Experience of delivering training and quality needs in a regulatory environment
• Ability to use Microsoft and Google Suite
• Expert knowledge of learning styles and the ability to identify and match them to appropriate delivery techniques.
• Ability to successfully use a range of training media (various forms of presentation equipment, CBT, web-based tools, etc) matched to training objectives, audiences and learning styles
• Experienced in group training – is hands on and personally leads training groups.
• Delivery focused, resilient and persistent in finding solutions and innovation to deliver results and commitments.
• Organised and planner – ability to develop and deliver against a clear roadmap of training and quality activities.
• Flexible and adapts to changes – adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Strong influencing skills - working across multi operational and stakeholder groups to build consensus and plans to support operational training and quality delivery.
• Strong communication skills - verbal and written.

Benefits

• 34 days paid leave (This includes bank holidays)
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: We’ll contribute 8.5%
• BUPA
• £500 wellness allowance
• Income Protection

Location: Watford, GB

Posted Date: 11/1/2024