Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.
Job Description
As a Customer Care Team Leader, you will be responsible for managing and leading a team of 6-7 Customer Care Advisors who are responsible for for helping, supporting and providing resolutions to queries/complaints relating to our Retail Shops. As a Team Leader you will ensure Advisors consistently deliver outstanding customer service to our retail customers and ensure departmental KPIs are delivered.
We operate on a shift basis in order to cover the shop opening hours:
* Monday to Saturday 8:30am to 21:30pm
* Sunday 9:30am to 21:30pm. All applicants will be required to cover these shifts.
* We work on a rota basis which will change weekly.
Key Responsibilities
* Manage and lead team to provide a complete service to our retail shop customers/employees
* Responsible for recruitment ensuring Customer Care Advisor Team is at 100% compliment.
* Ensure advisors are trained effectively on departmental processes/procedures and being equipped to provide an efficient, courteous and friendly service.
* Review individual advisors duties to ensure workload is distributed equally across the team.
* Identify ongoing training needs of existing team by holding regular performance reviews to identify development areas for team members.
* Celebrate outperformance of the team/individuals within the team and manage any underperformance within the team appropriately.
* Own KPI performance within the team. Design and implement solutions to any area of underperformances.
* Effectively communicate departmental priorities and measures to the team.
* Clearly communicate any retail rules changes/new retail promotions to the team and ask questions to check understanding.
* Ensure customer complaints are dealt with efficiently and within a timely manner to meet SLA’s Support advisors in resolution of tough complaints.
* Respond to escalated complaints
* Create rosters for team which both meet the needs of the retail customer and are in line with the team labour budget.
* Produce a monthly team report on KPI performance/costs/team development.
* Share success stories with other team leaders/team manager to influence department strategy/ways of working.
* Provide monthly feedback – personal productivity plan and personal development
* To receive notice of and monitor absence/sickness and holiday to be recorded appropriately.
* Ensure that all written correspondence is checked before leaving the department.
* Update systems with any company changes that may arise re: shop locations – telephone numbers Charter.
* Provide information relating to DSAR/legal requests.
* Produce end of period reports.
* Manage IBAS cases with the support of the team manager.
* Deputise for the CC Manager to ensure key decisions are made as and when required.
* Perform any ad-hoc duties as required.
Competencies and Behaviours
Planning and Preparation – Well organized and structured to support both their and their teams daily/weekly routine.
Influencing – Able to influence ways of working across the department by sharing great ideas/ways of working in own sub team.
Motivation – Able to inspire team members so that they deliver their best work.
Communication – Clearly states daily goals/current promotions/ways of working changes so that their colleagues/team can complete their job effectively.
Leadership – Leads their team clearly and effectively ensuring all colleagues are contributing to the collective goal.
Customer Service orientation – Never loses sight of the customer in their way of working, objective reviews complaint management to improve service delivery.
Resilience/Objection Handling – Deals with escalated/complex cases by gaining all information required to make an effective decision whilst removing any emotion from the situation.
Listening – Engages both colleagues and customers by listening to their needs and taking action accordingly.
Additional Information
At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.
Depending on your role and location, you can expect to receive benefits like
* A regular bonus
* Healthcare support
* A stake in our success through our ShareSave scheme
* Great development opportunities
* Wellbeing support, and so much more.
And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.
Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.
At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.