Client Services Trainer - Wellington

Are you a current Entain AU/NZ team member aspiring for professional growth and development? We have a unique opportunity for the position of Client Services Trainer, providing a distinct chance to significantly influence the organisation's achievements and propel your individual career advancement.

Within Entain AU/NZ, the Client Services department operates within a dynamic and evolving environment. It is crucial to keep our staff abreast of these changes and provide specialised training to ensure exceptional customer service and retention.

The Client Services Trainer is responsible for overseeing, managing, and developing all facets of training for new Client Services staff groups.

Working closely with the Training Manager and Head of Contact Centres, the Trainer will:

1. Support the training calendar by scheduling rooms, coordinating speakers, and inviting trainees.
2. Develop and maintain training materials for use by Client Services and the wider business.
3. Communicate changes related to processes and products to Client Services.
4. Assist in delivering Company-Wide and Client Services Induction Programs.
5. Deliver the Client Services Onboarding Program, including facilitating training and coordinating the buddy program.
6. Manage and develop new starters, providing feedback, assisting in writing quality reviews, and offering on-the-spot coaching.
7. Ensure compliance with statutory training requirements (e.g., AML, Safer Gambling/Betting, Privacy) through the delivery of onboarding programs and completion of e-learning (Oracle) modules.
8. Contribute to designing and delivering training that enhances product and business knowledge.
9. Collaborate on improving the performance of existing onboarding, training, and development programs by proposing suggestions, improvements, and new ideas.

Skills, Experience & Capabilities:

• Solid knowledge of the wagering industry, Entain systems, and internal processes/procedures.
• Proven track record in delivering exceptional customer service to internal and external stakeholders.
• Personable and approachable, with the ability to quickly build rapport with new employees.
• Experience in monitoring performance and providing feedback.
• Experience in facilitating training content to large groups of staff.
• Motivated and willing to learn, demonstrating initiative in completing tasks and prioritising workload.
• Strong attention to detail and analytical skills.
• Ability to meet deadlines, work under pressure, and handle sensitive information.
• Good interpersonal skills and the ability to communicate effectively at all levels, both verbally and in writing.
• Take responsibility for the ongoing learning and development of leaders and operators, ensuring appropriate development plans are in place.

Key Working Relationships:

• Training team.
• Client Services Management.
• Team Managers and Leaders.
• Other Client Services teams (e.g., Compliance, ACM, Outbound, etc.).
• People team.
• Product team.