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    Customer Services Team Leader

    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.

    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.

    Consultant

    Mia Dunnington

    Get in touch