Quick overview
AI summaryTraining role within customer support at LeoVegas Group, covering onboarding, refresher workshops, coaching and QA review support for agents. Requires iGaming product and regulatory knowledge, prior customer support experience, strong English and data analysis skills, with Google Slides a plus. Based in Sliema with a hybrid setup. Suits support agents moving into training and quality roles.
Worth knowing: Includes four weeks of "workation" per year, letting staff work abroad temporarily.
About the role
LeoVegas Group is hiring a Customer Support Trainer to onboard new agents and keep existing ones up to date. The role designs and delivers the training that sets the service standard across the support team.
What you'd do
You would run onboarding, workshops and refresher sessions, often to large groups, and create training materials that match the company's goals and service standards. You keep the training plan, attendance and historic records current, and measure how well training works through feedback and performance data. With QA you review agent interactions and give coaching and shadowing, and with team leaders you identify where more support is needed. You also oversee new starters' integration, arrange their back office access, and step in to answer customer calls and chats when the business needs it.
What you need
Proven customer support experience, preferably in iGaming, with a strong understanding of iGaming products and regulation and a track record of training and coaching teams. Excellent English, good organisation, data analysis skills and the ability to adapt training as needs change are required. Google Slides proficiency and extra languages are a plus. CVs must be in English.
About the company
LeoVegas Group is an iGaming operator with over 2,000 staff across 19 offices. Benefits include 4 weeks of workation, a wellbeing allowance, private health insurance, retail and leisure discounts and an employee assistance programme.