WE ARE BETCLIC

A leader in Europe in sports betting and online games, Betclic is a French company with:

• 🧑‍🤝‍🧑 A community of 15 million players sport fans
• ⭐️ a wide range of sports betting, poker, casino games, and online horse betting
• ⚽️ More than 50 sports open to betting
• 📅 400,000 sports events available to bet on each year
• 🖥 60,000 live sporting events broadcast each month
• 🎰 More than 4,000 casino games to try out
• 🃏 Over 2 million poker games played each month
• 🚀 numerous official partnerships such as in France the FFF, Ligue 1 Uber Eats, the Coupe de France, Rugby Top 14 (LNR), the Betclic Elite in basketball (LNB), UBB, Boxers de Bordeaux…
• 🌏 Headquartered in Bordeaux, Betclic is a multicultural and international company with more than 43 nationalities among its over 1000 employees in five European countries: France, Italy, Malta, Poland, and Portugal.

To find more information about us, please check our Corporate website: https://betclicgroup.com/en/discover/
And to learn more about our work environment and events, check our Instagram page: https://www.instagram.com/betclicgroup/

Does the world of sports and games fascinate you? If you are a team-player, are ready to take on a new challenge, and have the ambition to build new solutions to offer our players a new and unique experience…

Betclic invites you to join the adventure!

#JoinBetclic #WeAreBetclic

ENTER THE GAME

As the Customer Service (CS) Training Manager, you will play a pivotal role in shaping the future of our customer interactions.

Your mission is to lead, innovate, and coordinate all CS Training activities to ensure our services meet the highest standards of excellence.

This position offers a unique opportunity to drive impactful change, influence the professional growth of our team, and contribute to a culture of continuous improvement and exceptional customer satisfaction. You will be at the forefront of developing strategies that empower our CS team to exceed expectations and deliver unparalleled service.

YOUR ROLE AT BETCLIC
In this context, your duties are:

• Oversee and lead the training strategy, function, staff and daily operations.
• Ensure top class quality of all CS knowledge assets.
• Design & oversee CS Training processes, procedures, and controls to ensure best in class service is delivered to our customers.
• Set up and manage CS Training reports and documentation.
• Closely monitor service quality performance and identify any knowledge and/or skills areas of weakness. Investigate causes, swiftly propose & implement training and/or knowledge solutions.
• Assess training opportunities for continuous improvement, set goals and establish metrics for success.
• Oversee and manage the training calendar in accordance to business needs and strategic initiatives.
• Leading programs to assist employees with transitions due to technological, product and process changes as well as new markets entries.
• Ensure all CS teams gets the knowledge and skills they need to deliver on quality expectations through supporting materials, training tools and methods.
• Oversee the internal CS knowledge base product, ensuring all CS employees have the required and confined access to information.
• Researching new training supplies and materials that can enhance CS training procedures while providing value to employees.
• Monitor, evaluate and report on training programs’ effectiveness, success, and ROI.
• As needed, deliver trainings to CS staff.

WHO ARE WE LOOKING FOR?

Employees with a good dose of humour, respect and kindness, a little zeal and a real passion for their profession!
This job is for you if:

• You have 2 years of experience as Training Manager or similar role within a Customer Service environment.
• You have experience leading a team.
• You have thorough knowledge of the training cycle and methodologies.
• You have proven experience in knowledge management and training staff.
• You have working knowledge of effective learning and training methods.
• You are familiar with e-learning platforms and practices (considered a plus).
• You are able to work with data analysis and have statistical aptitude.
• You have excellent command of English (proficiency in French, Portuguese or Polish is considered a plus).

WHAT CAN YOU EXPECT?

• Travel & Leisure benefit up to €600 per year.
• Fitness benefit up to €30 per month.
• Meal allowance.
• Private health and dental insurance after 6 months of employment.
• Private pension scheme after 6 months of employment.
• Relocation package.
• Flexibility and hybrid working arrangement.
• Possibility to work remotely from home country for few weeks/year.
• Constant focus on skills development with a personalized annual training program.
• Career development in an international environment.

And the opportunity to work in a friendly, youthful and fun atmosphere!

Indefinite position to be filled as soon as possible in Sliema, Malta

Betclic Group - Tagliaferro Business Centre, Level 3, Gaiety Lane, Sliema SLM1551, Malta