Customer Operations Training Manager

Job Description
You'll be joining the Customer Operations team cross-functional team that partners with key stakeholders in Customer Service, Compliance, Verification, Fraud, and Payments Operations.

Our mission is to empower front-line teams with the skills, tools, and knowledge they need to operate confidently, compliantly, and with a customer-first mindset.

The team values collaboration, agility, and continuous learning.

We work closely with QA, Risk & Controls, and Operational Leadership to ensure training aligns with evolving business needs, regulatory requirements, and performance goals.

As Training Manager, you'll play a central role in shaping how knowledge is delivered and embedded across the organization.

What you will be doing:

• Develop and implement onboarding, upskilling, and refresher training programs for Customer Service, Compliance, and the Verification, Fraud, and Payments Operations teams
• Collaborate with SMEs and process owners to translate business requirements and risk controls into effective training content
• Lead the design and delivery of blended learning solutions (e-learning, live sessions, knowledge base, simulations)
• Ensure training materials are current, accurate, and aligned with policy and regulatory changes
• Build role-specific competency frameworks and learning paths
• Drive adoption and understanding of key tools, processes, and platforms used in daily operations
• Coordinate with QA and Risk teams to identify gaps and target training interventions accordingly
• Track and report training effectiveness through assessments, feedback, and performance indicators
• Support audits and reviews by ensuring training records and compliance evidence are maintained
• Manage a team of trainers and ensure high delivery standards and engagement

Who we are looking for:

• Proven experience in training design and delivery within Customer Operations or related environments
• Strong knowledge of operational processes in Customer Service, Compliance, Fraud, Verification, and Payments
• Experience in regulated industries (e.g., gaming, finance, fintech, or e-commerce)
• Solid understanding of risk and compliance frameworks and how they apply in day-to-day operations
• Excellent communication and facilitation skills across all levels of the business
• Proficiency in instructional design and learning management systems (LMS)
• Strong analytical mindset; able to use data to measure and improve training impact
• Ability to manage multiple priorities and lead training projects end-to-end
• Experience working cross-functionally in a fast-paced, dynamic environment

What we offer:
Our roles offer more than just a job, you'll become part of the evoke family We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

• Financial: Competitive salary and bonus schemes.
• Hybrid working: Our employees can work from home up to 40% of the time with 60% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up
• Paid Time Off (Service incentive leave): You'll be entitled to 30 days leave on an annual basis, and an extra day for your birthday.
• Healthcare and Wellness: Tools and services to help support your well-being, including support with mental health and financial education.

More About Evoke
We're a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction, and ambition for the business. There couldn't be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers. That's the future. That's evoke.

At
evoke
, you'll benefit from flexibility and a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that's right for you.

Apply
At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

Apply today to kickstart your application with the evoke Family