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Training & Quality Manager

Watford, GB
Closing date
13 Dec 2023

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Audit, Training
Contract Type
Full Time

Job Details

About us:

Allwyn UK is part of Allwyn Entertainment Group - a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus, and Italy. In 2022, Allwyn was selected in a Government tender as the Preferred Applicant to operate the UK's National Lottery from February 2024.

Over the next two years we are embarking on a largescale transformation journey to build a bigger, better and safer National Lottery that delivers more money to Good Causes. Once-in-a-lifetime opportunities exist for people from within and outside the betting and gaming industry to join us play a part in giving the National Lottery a fresh start.

Purpose of Role:

To consistently deliver excellent service to National Lottery customers and retailers, through the creation and delivery of training and quality management programmes, that support induction, customer service skills, product knowledge, technical skills and compliance. Evolving the ways of learning to inspire and motivate colleagues and utilise new technology to support efficiency and speed of learning.

Team Description:

Customer Operations service the customers and retailers of the national lottery brand, across a multi-channel environment to agreed regulatory and internal performance targets for customers and retailers - satisfaction, service delivery, participant protection and compliance performance targets.

Key Accountabilities or Duties:
  • Lead, motivate and develop the Training and Quality team, playing a leadership role within Customer Operations Lead the creation and design of all Customer Operations training materials and tools that are engaging, support ease of learning and meet the needs of our business.
  • Create and deliver an annual training plan, covering service experience, product knowledge, technical skills and compliance.
  • Ensure the training plan supports the operational resource readiness and skills requirements across all service channels.
  • Create and implement a training plan that works within a hybrid environment, that creates flexibility of training approach and supports our operating model.
  • Learning and quality performance and validation demonstrates that it supports the consistent achievement of service satisfaction, ease and service proposition KPI's.
  • Leads and delivers a coaching culture within Customer Operation, which puts our customers at the heart of what we do and brings our values to life every day.
  • Quality Management ways of working and process ensure that all compliance and regulatory standards are monitored and achieved daily/weekly and coaching and feedback mechanisms are in place that enables KPIs to be achieved in line with Gambling Commission standards and Camelot policy
  • Support operational management in the delivery of on-going learning initiatives and collaborate with the central L&D team in the creation of career paths.
  • Training and Quality management records are kept up to date across Camelot and 3rd party partners in line with data management policy.
  • Manages operational and knowledge communications across all servicing teams
Skills & Experience:

  • Experienced in training design and delivery in a customer service environment
  • Experienced and accredited group trainer - is hands on and personally leads training groups.
  • Ability to develop others - coaches colleagues in their current roles and prepares them for future roles
  • Delivery focused - demonstrates pace and a will to win. Is resilient and persistent in finding solutions and innovation to deliver results and commitments.
  • Organisation and planning - ability to develop and deliver against a clear roadmap of training and quality activity, where others are clear on accountabilities and outcomes.
  • Flexibility and adaptability - adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
  • Strong influencing skills - working across multi operational and stakeholder groups to build consensus and plans to support operational training and quality delivery.
  • Strong communication skills - verbal and written
  • Some experience of delivering training and quality needs in a regulatory environment
      Here is our list of benefits:

      • 33 days paid leave (this includes bank holidays)
      • 4 x life insurance
      • Pension 4.5%
      • BUPA
      • Denplan
      • £500 a year wellness allowance
      • £150 one off working from home payment

      As part of our onboarding processes, all successful candidates will need to complete both a Pre-Employment Screening process and a Fit & Proper check by the Gambling Commission. These checks include a DBS (an enhanced check, which shows convictions and conditional cautions), credit and social media checks. As part of our application process, you will be asked to identify in advance if you have spent or unspent convictions that we need to be aware of.

      Should you not disclose convictions at the application stage, not pass the Fit & Proper Check process or not complete your Pre-Employment Screening then unfortunately you may not pass our probation process.

      All data will be handled in accordance with our data policies and treated with utmost confidentiality.


      Our vision is to grow the National Lottery responsibly, making it biggerbetter and safer for all, with more to good causes.

      Bigger because we will significantly increase Good Causes contributions by the end of the Fourth Licence through responsible growth of people playing.

      Better because we will modernise technology and operations, refresh games and support shops while improving the use of data and digital.

      Safer because participant protection underpins everything we do.

      What is unique about us?

      Our preparations to transform the National Lottery will be a once-in-a-lifetime type of project in the lottery industry, anywhere in the world. Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.

      Our approach

      In Allwyn, the National Lottery will have an operator that has social value at its heart. We will raise more funding for Good Causes, while running our own business in an environmentally and socially responsible way. That’s why we have committed to an ambitious Social Value framework, which is woven into the way we do business. We believe that lotteries must serve everyone across society, not just those who play. So whether as an employee, a supplier, a retailer or any of the stakeholders that we interact with, we will be powering good across the UK.

      Our goal is to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.

      We are working to make the National Lottery truly accessible in a safe way, whether as a player, a retailer or an employee. We are proud to have been a partner with Purple since 2021 to support our work to embed accessibility into everything we do. Purple has carried out an accessibility audit on our office in Watford, is working with us to have truly inclusive workplace policies, and we have exciting plans to do so much more to make our games, both in-store and online, safely accessible.

      Come and help us shape what the future of the National Lottery could look like.

      Media Clips

      “I became an amputee in 2021 and I struggled to find my place back in the working world until Allwyn welcomed me with open arms. They have always focused on what I bring to the table and it is apparent that my disability is not what defines me within the company, but my skill. Allwyn has a noticeable strong focus on accessibility and inclusion, which makes me feel seen and like I have found a permanent home for my career.” Lorna Jeanes, Transition Co-ordinator.

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