Customer Experience Training & Development Coach

ComeOn Group in short

Founded in 2008, ComeOn Group is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, ComeOn Group is running a wide range of exciting brands across multiple markets. Operating more than 20 brands on its proprietary platform providing a secure, innovative and entertainment-led player experience across casino and sports betting. ComeOn Group is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations. 

Location: Malta + Hybrid

We are searching for our next CX Training & Development Coach to join us! Could it be you? Have you got great communication skills? Knowledge in Sports & Casino? The ability to develop and train our Customer Experience team? If so, read on…

The Operations Department plays a vital role in building lasting relationships with our clients. In this role, as the Trainer and Development Coach, you will be responsible for developing and conducting comprehensive training programs for all new hires within the Customer Experience Department. Your primary goal will be to ensure they possess the knowledge, skills, and empathy required to deliver exceptional customer interactions across our Sports & Casino divisions.

Your communication skills must shine brightly, as you will be required to deliver presentations and training sessions with a superior command of instructional methods and techniques. Additionally, you will develop comprehensive training materials, conduct ongoing assessments, and foster an engaging learning environment to set our team up for success.

Communications come in many forms and you also have responsibility for keeping and developing the knowledge and skills of the Customer Experience team; for cases of procedure change, system changes and introduction of new functionalities. You will be managing smooth information flow, training and providing support to all team members when needed. Every day you are ensuring that customer experience and operational requirements are met and continuously improved to reach expected service levels while consistently updating all knowledge base materials.

As the trainer, you are expected to pre-empt and identify issues, propose changes, improvements and work close together with the Team Leaders, Specialist Teams and Management. Regular feedback is expected of you in your role to keep making improvements and make sure that our customers receive the best service possible.

Responsibilities:

• Conduct training sessions covering specific areas such as product knowledge, responsible gaming, use of back offices, soft skills, quality & process issues
• Develop training materials and assessment documentation to support the above
• Create training tools such as training handbooks, manuals, multimedia tools, computer tutorials and various workshops
• Develop and maintain documentation for various department processes and include them in training materials
• Maintain trainee records
• Monitor the Customer Experience team when training sessions are not scheduled
• Evaluate all trainee progress and provide additional individualised assistance to ensure trainees successfully transition to Customer Experience
• Management of ad hoc projects as and when industry changes happen
• Aid in running sessions for the ComeOn Academy as well as compiling the material

If you like to see others develop and enjoy being part of their progression then this role is certainly your calling! :)

About you:

Given that you are training others we are hoping to bring someone in who has extensive knowledge and experience in Customer Service via email and live chat. Having an understanding of our industry is key! Therefore, Sports Betting and iGaming industry knowledge is a must.

As we highlighted already it is part and parcel of the role as trainer and development coach to have excellent communication and interpersonal skills to motivate others, teach, share, learn and give feedback appropriately to every individual team member. Your attitude can spread like wildfire so it is essential that you have the ability to work in a proactive manner and with a positive mindset at all times. Attention to detail and a strong customer service ethic matter too, to keep giving the best customer experience out there.

Development & Growth:

At ComeOn Group, we are committed to your continuous growth. With the ComeOn Academy Programme, you will have the opportunity to expand your knowledge in key areas such as escalations, fraud, compliance, commercial, and product. This programme is designed to foster your career development, providing you with the tools and insights needed to grow into a more versatile, well-rounded professional. We prioritise investing in your potential, helping you thrive in your current role while opening doors to more opportunities within ComeOn Group.

So what can you expect from ComeOn as a place of work? 

• A competitive remuneration package inc. a company bonus scheme! 💰
• Fantastic quarterly team events and weekly company events 😎
• A one-time bonus to help you set up a comfortable workstation at home (we’re truly Hybrid!)
• On top of our Hybrid work arrangement, up to 40 days a year to work fully remote from anywhere 🌎
• Wellbeing allowance
• A comprehensive, International Private Health Insurance
• Breakfast at the office on Tuesdays
• Lunch at the office on Mondays and Wednesdays

At ComeOn, we have adopted a Hybrid Work model which means that we offer our employees an option to pick their workstation for the day. Want to work from the office a few days a week and some days from home? That’s totally fine with us!

ComeOn is known for its inviting and vibrant offices that offer creative areas for collaboration and desk set-ups designed for a Hybrid Work model. When you visit one of our offices you will always be welcomed by a friendly face that will take good care of you.

It’s our curiosity that drives our innovative business forward and we work hard in a run together spirit and we always make sure to top it up by having fun! You will not regret picking ComeOn as your next place of work. 

At ComeOn Group, we value diversity and we take concrete action to ensure fairness in our recruitment process. We are committed to assessing candidates on their merit without discriminating against any applicant 

for whatever reason that is protected by law. We truly value you, as you are. 

Want to know more about us just visit our website www.comeon-group.com or any of our social media channels to take a deep dive into our culture!

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