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English Customer Support Trainer

Job Description

Job Description:

The mission of the team seeking this role is to provide world-class support to customers of a well-known global gaming platform. This will be achieved through continuous learning, focused problem-solving, and the resulting provision of consistently high-quality customer experiences. The Trainer is primarily accountable for the delivery of operational training to employees, running Induction Training and any other training types required by our Client. Flexibility in relation to working hours is required based on business requirements - in particular, seasonal client events. All applicants should be willing to work variable shift pattern, if requested. The Trainer will be an integral contributor, working within and promoting the Company Values.

Duties and Responsibilities:

  • The trainer will primarily be responsible for delivery of client-designed operational training.
  • The trainer will be responsible for knowledge transfer from the client and a continuous point of contact with client to ensure training is aligned to client process, procedures and requirements. 
  • The trainer will be responsible for the implementation of end to end new starter training process, policies and procedures.
  • He/she will be responsible for ensuring all required staff have the required knowledge once training is rolled out and complete.
  • He/she will support training solutions in place for the succession planning and development of employees within their career paths, as required.
  • The trainer will work closely with team Management to conduct team and individual ongoing training needs and analysis and design training solutions accordingly.
  • He/she will help identify trends and areas of development opportunity to drive continuous improvement.
  • He/she will produce standard and ad-hoc training reports as needed.
  • Review measurement tools, metrics and feedback to gauge the effectiveness of training.
  • This position may involve domestic & international travel to Company/Client meetings and events.
  • He/she will work with and deploy learning solutions via our internal learning management system for the site.
  • The Trainer will be required to be flexible in their working and adaptable to a range of activities in any given day.

Essential Competencies:

The suitable candidate must have a deep-rooted passion for delivering success. The suitable candidate will have formidable experience and working knowledge of:

  • Excellent presentation skills, with an ability to confidently hold the attention of a room for hours, days or weeks.
  • An ability to strictly follow client materials and guidelines
  • Strong planning & scheduling skills
  • Ability to work to specified delivery deadlines
  • Communication & interpersonal skills
  • Coaching and mentoring skills
  • Passion for developing others & self
  • Flexible and innovative
  • High level of energy, drive, enthusiasm, initiative and commitment

Candidate Experience: 

  • 2 + years’ experience in a Training/Learning & Development role in an operations environment. He/she must be able to demonstrate a track record of delivering Training/Learning & Development solutions.
  • Qualification in Learning and Development beneficial.
  • Excellent communication skills in the English language, both in terms of writing presentations, and insights verbally.
  • 2nd supported language desirable but not essential
  • Minimum of 1 year contact centre / operational experience.
  • Have experience working with e-learning solutions desirable
  • Be capable of analysing data and recognizing trends and themes, and able to use experience to relate to the real environment.
  • Have strong people skills with a proven record of delivering and transferring knowledge to others via training.
  • Excellent communication skills in the English language, both in terms of writing presentations, and insights verbally.
  • Have a proven track record in providing developmental feedback, mentoring and one to one coaching.
  • Able to work independently and collaboratively; must be able to manage multiple projects simultaneously and execute decision with judgment and discretion.
  • Demonstrated ability to perform well in a rapidly changing environment and across multiple teams.
  • Proven track record of collaborating with cross-functional groups to produce results.


About Multilingual Jobs Worldwide

Multilingual Jobs Worldwide is a leading multilingual recruitment specialist agency matching European-speaking talent with the most exciting jobs all over the world. Over the past 2 years we have recruited and helped over 1200 multilingual speakers to land their dream job with our partners in over 28 different countries.



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