At Betfred, we’re proud of where we’ve come from – a strong retail heritage, an expanding digital footprint, both built-on resilience, independence and a deep connection to our customers. As we accelerate our growth and reimagine what excellence looks like in the gambling industry, we’re evolving how we operate — smarter systems, sharper performance, and an unwavering commitment to quality in everything we do.
That’s where you come in.
We’re looking for a Operational Excellence Trainer, to help uphold and enhance the standards that define Betfred. Reporting to the Continuous Improvement Manager, you’ll play a key role in ensuring our Customer Service, Compliance and Operational teams are all trained to an excellent standard and have access to an extensive knowledge base, to ensure a better service to our customers.
Your role in our Journey
As the Operational Excellence Trainer, you will be responsible for designing and delivering high-quality learning solutions that build colleague capability and successfully embed operational change across Customer Service and Compliance Operations.
Working closely with the Continuous Improvement, Process Excellence, Quality Assurance and Operational Leadership teams, you will ensure colleagues have the knowledge, skills and confidence to deliver excellent customer outcomes, meet regulatory requirements and adopt new ways of working.
Alongside delivering engaging training programmes, you will own operational knowledge content, support change implementation and continuously improve learning through insight, coaching and performance data.
Responsibilities
- Design, deliver and continuously improve induction, onboarding and probation programmes across Customer Service and Compliance Operations
- Deliver engaging learning through a variety of methods including classroom, virtual, on-the-job coaching and digital learning
- Carry out competency assessments and side-by-side coaching to support colleague development
- Support managers with coaching techniques and development recommendations
- Measure learning effectiveness and continuously improve training programmes
- Own and maintain the operational knowledge base, ensuring all learning materials and knowledge articles remain accurate, current and aligned to approved processes
- Work with Process Excellence Specialists and Subject Matter Experts to ensure documentation, knowledge content and training materials remain aligned
- Carry out regular governance reviews of operational knowledge and learning content
- Develop training plans for operational improvement initiatives and support successful implementation through coaching, floor walking and stakeholder engagement
- Ensure colleagues are equipped to adopt new processes, systems and ways of working
- Identify capability gaps through QA insight, operational performance data and stakeholder feedback
- Track adoption of operational changes and recommend further coaching or learning interventions where required
- Build strong relationships with Operational Leaders, Quality Assurance and Process Excellence teams to understand capability needs
- Translate operational and regulatory requirements into effective learning solutions
- Work collaboratively with SMEs to ensure learning reflects current business priorities and regulatory obligations
What you'll need to succeed
- Experience designing and delivering learning programmes within a customer service, operational or regulated environment
- Experience supporting operational change and continuous improvement initiatives
- Experience maintaining knowledge bases, SOPs or operational documentation
- Experience using QA insight and performance data to identify learning needs
- Experience producing digital learning content and working with LMS platforms
- Excellent facilitation, coaching and presentation skills
- Strong stakeholder management and communication skills
- Strong planning, organisation and analytical capability
- Ability to simplify complex operational processes into engaging learning
- High attention to detail and commitment to continuous improvement
- Customer focused with a passion for developing others
- Curious, collaborative and proactive
- Flexible approach with willingness to travel when required
Why join us now
This is a rare opportunity to play a pivotal role at the heart of a business on the move. At Betfred, you’ll join a team that’s building for the future – with sharper tools, smarter thinking, and a shared belief in getting better every day. If you’re ready to make a difference, we’re ready to welcome you.
Join us. Help us define what’s next – and be proud of the impact you will make.
What’s next?
If you think you’re a great fit for the role, and you want to be a part of the Betfred story, click ‘Apply’ and we will be in touch once we’ve reviewed your application.
At Betfred we are committed to promoting equality, diversity, and inclusion (EDI) in our workplace. We believe that a diverse workforce drives innovation and enhances our success. We welcome applications from individuals of all backgrounds, identities, and experiences.
If you require reasonable adjustments during the recruitment process or have specific needs, please let us know, and we will be happy to accommodate you. Join us in creating an inclusive environment where everyone can thrive.
