We are looking to recruit a Team Leader to work closely with the Customer Services Manager in leading and managing a team to ensure we offer a first class service to our customers.
You must have an in-depth knowledge of betting/gaming, with an understanding of gambling regulations. Previous experience as a Team Leader within a customer services/contact centre environment is essential.
This role requires flexibility, as you will be expected to work any 5 out of 7 on a shift basis between 8am - 10pm.
Responsibilities:
* Team Management
* Regulatory Compliance
* Risk Management
* Quality Assurance
* Customer Services Resolution Management
* Reporting and Analytics on KPI's
Knowledge Skills & Experience:
* Minimum 3 years experience in a similar or Team Leader role.
* Experience of leading, managing and motivating a team.
* Previous experience of working and coaching within a contact centre environment with industry-specific gambling regulation knowledge.
* Exceptional customer services experience.
* Highly motivated with a passion for excellence.
* Excellent interpersonal skills including effective listening, verbal and written communication, and able to handle complex customer queries and complaints.
* Proven track record of meeting quality and quantity targets.
* Strong organisational and planning skills with good analytical skills in problem detecting and solving.
* Project coordination and involvement.
* Adaptable and flexible.
* Ability to work in a dynamic high-pressured environment.
* Proficient in technology and systems, in particular Player Account Manager systems, contact centre ticketing, and Microsoft Excel.
If you feel you have the relevant skills, please submit your application clearly demonstrating the above knowledge and skills.
If you do not hear from us before Friday 14 February, your application has been unsuccessful.
Job Types: Full-time, Permanent
Pay: £29,500.00-£30,000.00 per year
Benefits:
* Additional leave
* Casual dress
* Company events
* Company pension
* Life insurance
Experience:
* Team Leader (Call Centre): 3 years (required)
* Leadership and Management: 3 years (required)
* Management Reporting: 3 years (required)
* Working within a gaming/gambling industry: 2 years (required)
Work Location: In person
Application deadline: 14/02/2025
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