Training and Knowledge Base Manager

Betfred Group; Warrington; On-site; GBP 35,000 - 50,000; Full time

Job summary

A prominent gaming company in Warrington is seeking a Training and Knowledge Base Manager to enhance training standards across Customer Service, Compliance, and Operations teams. The ideal candidate will lead the design and delivery of training programs that ensure staff are well-prepared and compliant with regulations. This role requires a passion for education and development, strong communication skills, and experienced leadership in a fast-paced environment. Join us to make a significant impact on our team's operational excellence.

Benefits

Bonuses and incentives

Monthly pension contributions

Enhanced maternity & paternity pay

Recognition scheme

Financial wellbeing package

Mental health support

Training and development opportunities

Qualifications

• Experience in Learning & Development design and delivery is a must.
• Familiarity with online learning systems and learning management systems.
• Strong knowledge of Microsoft Office applications is required.

Responsibilities

• Lead the design and delivery of operational training programs.
• Ensure new starters receive comprehensive training.
• Continuously improve training quality based on feedback.

Skills

Learning & Development design

Online learning & LMS platforms

Microsoft Office

Planning and organisational capability

Analytical skills

Customer service focused

Job description

From humble beginnings on the shop floor to becoming a world‑renowned bookmaker, Betfred has been on a remarkable journey and we want you to be part of this fantastic innovative business. Established in Salford, Manchester, 1967… we started with a clear and simple vision: to provide the ultimate betting experience for our customers. Today we have evolved and pride ourselves in delivering unparalleled entertainment experiences worldwide.

Whilst a lot has changed over the years, we have always stayed true to our roots. Our story started in retail and while it remains the heart of our business, we have also embraced the digital landscape. With over 1300 shops we continue to play a vital role in local communities across the UK while expanding our presence online.

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 Training and Knowledge Base Manager in Central Operations, to help uphold and enhance the standards that define Betfred. Reporting to the Head of Operational Excellence, 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.

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.

Responsibilities

Your role in our journey / Role Purpose

As Training and Knowledge Base Manager, you’ll lead the design and delivery of high-quality operational and regulatory training across our Operational teams. You’ll ensure every new starter receives the right training for their role, supported by a robust induction, ongoing learning programmes and accessible knowledge resources.

Working as part of the Operational Excellence team, you’ll partner closely with front‑line teams and leaders to embed best practice, align learning with business goals and regulatory requirements, and continuously improve customer experience. You’ll use QA insights and performance data to shape effective refresher training, measure impact and demonstrate return on investment.

You’ll also ensure regulatory training is completed on time and accurately reported for audit purposes.

While contracted to 40 hours per week, flexibility is required to support training delivery across a 7‑day operation.

• Development, implementation, management and delivery of a thorough induction programme for the Customer Service, Compliance and Operational teams. Ensuring onboarding plans are adapted and managed correctly within each department, with a good balance of structured programme training, buddy systems & learning through experience
• Managing the training scheme for Customer Service, Compliance and Operational teams through probation, ensuring a clear training calendar is set for new starters and expectations are clear regarding the probation period training outcomes
• Working with the Central Operations management team to understand the knowledge needs and standards across the team and translating these into training and communication plans

• Full accountability for Customer Service, Compliance and Operational teams training requirements, including, but not limited to:
• Regulatory training
• Induction training
• Tools training
• Buddy programmes
• Refresher training
• Management training

• Working closely with the leadership team for Operations & Compliance, to ensure a full understanding of regulatory requirements, including keeping up to date on all changes in market, to ensure colleagues within the teams are provided with the most recent and up to date training
• Accountable for maintaining all training materials and ensuring that all training materials are always up to date and relevant
• Working to deliver all training material using a variety of delivery channels, including (but not limited to) face‑to‑face, classroom, paper based, computer‑based training (CBT), online and interactive software, on the job training (OJT) and role‑playing games (RPG)
• Working closely with the management teams within the departments, to evaluate team QA outputs, as well as general feedback to continuously improve the quality and content of the training programmes
• Work with the Process Excellence Specialists to ensure that training materials and processes are aligned
• Devise a training strategy to ensure teams are full equipped to deliver operational excellence.
• ·Communicate and create buy‑in with key stakeholders ensuring that programmes are tested and supported.
• Create opportunities for internal experts to share knowledge.
• Ensure excellence and efficiency in the execution across all operational functions of product launches.
• Coach managers where additional skills are needed and give them the tools, they need to support their teams.
• Monitor and conduct learning and development reviews with each department
• Support individual and team development, career development, and training and experience‑based learning.

We are dedicated to promoting safer gambling practices to ensure a responsible and enjoyable experience for all our customers. We prioritise player safety and well‑being, providing resources and support for those who may need assistance. Our commitment to responsible gambling is integral to our operations, and we actively promote awareness and education to help our customers make informed decisions. Together, we can create a safer gambling environment for everyone.

Skills & Experience

What you’ll need to succeed

• Previous experience specialising in Learning & Development design and delivery
• Experience with online learning & LMS platforms
• Strong knowledge and use of Microsoft Office: Word, Excel, PowerPoint
• You’ll have a learning mindset with a passion for growth and a keen eye for detail
• A ‘can do’ approach to quality monitoring and training challenges
• Strong planning and organisational capability
• Able to work to deadlines and thrive in high pressure situations
• Service and customer focused
• Strong analytical skills and detail oriented
• A friendly team player that is flexible in approach to work schedules and shift patterns, with a willingness to travel to various locations as and when required by the business

Why join a winning team?

Betfred brings benefits and rewards for all our colleagues. But more than that, we create a unique, enjoyable and entertaining environment you will love being part of.

Be rewarded

• Enhance your income: benefit from bonuses, incentives, retail discount vouchers and more.
• Monthly pension contributions: helping you prepare for your future.
• Enhanced maternity & paternity pay: our Betfred family works to support yours.
• A long‑service recognition programme and life milestone rewards.
• A recognition scheme to earn and convert points to spend with over 700 retailers.
• A comprehensive financial wellbeing package including salary‑based savings with a 5% boost, early access to earnings and free 1‑2‑1 financial coaching.
• Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.

We will provide you with access to further training and development opportunities as we are real supporters of internal progression and are always looking for people who want to develop their career.

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.