BettingJobs are excited to be recruiting for a Customer Services Team Leader to join the team of a well-established iGaming company based in their Liverpool office. This role will involve leading a team of Customer Service Agents, creating a positive environment and achieving performance targets.
While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.
The role of Customer Services Team Leader is suited to an individual with experience leading a team in the iGaming industry, who thrives in a fast-paced environment.
Responsibilities:
* Provide leadership, guidance, and mentorship, fostering a collaborative team culture.
* Set performance objectives, monitor progress, and conduct evaluations.
* Stay updated on gambling regulations and conduct regular training on compliance.
* Implement policies and procedures, oversee fraud prevention, responsible gambling, and security measures.
* Maintain a customer-centric approach, handle escalated issues, monitor feedback for improvements, establish quality assurance standards and conduct audits.
* Ensure adequate staffing and scheduling,
* Review real-time dashboards.
* Analyse KPIs, implement improvements and report performance insights to management.
* Identify training needs and encourage learning and skill development.
* Support career progression and professional growth.
* Ensure effective communication within the team and with higher management
* Prepare and present reports on performance, challenges, and achievements.
Requirements:
* Minimum 3 Years experience in a similar or Team Leader role, ideally in the iGaming industry.
* Previous experience of working and coaching within a contact centre environment.
* 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.
* 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.