Customer Service Assistant Manager

Job Type:
Customer Support
Salary Description:
Competitive - Based on experience
Job Ref:


Role Summary

The Customer Service Assistant Manager is responsible for managing a team of Customer Service Team Lead (CSTLs) and the day-to-day running of the Customer Service Operation. The Assistant Manager will also take responsibility for dealing with customer escalations and resolving customer disputes. The role will also consist on coaching CSTL's through on training, quality monitoring as well as task distribution. The benefit of this role will be measured through improvement of quality within the team and the wider customer service operation.

Key Responsibilities

• Responsible to achieve the agreed service levels within their areas
• Ensure a smooth operations of the customer service team
• Manage individual performance within your respective team
• Direct the daily operations of the customer service team
• Ensure that more complex customer issues are followed up and resolved in a timely manner/provide first line escalation support
• Analyse relevant data to determine customer service outputs
• Support the implementation of strategies to improve quality of service and productivity
• Liaise with department management to support and implement growth strategies and changes
• Contribute to the continual improvement of CS Operational performance
• Respond to all reasonable requests from the Customer Service Manager
• Responsible for the development of team members
• Maintain an engaged team
• Responsible for an effective recruitment and on-boarding
The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and expectations of the post.

Essential Skills & Experience

• High level of customer service orientation, with a proven ability to see problems through to their resolution
• A proven team player with a ‘can do’ attitude
• Proven experience in managing and leading a team
• Flexible approach to working in a dynamic, complex and often hectic environment
• Passionate about providing excellent service
• Good organisational, analytical, problem solving and planning skills
• Excellent written and verbal communication skills in the applicable language
• Good understanding and knowledge of a wide range of products (e.g. sports, arcade, casino, poker)
• Organisational, prioritisation and time management skills
• Significant experience in a contact centre environment, preferably for an online gambling Company
• Experience of using Microsoft Word, Excel and PowerPoint
• Proven track record of making decisions and problem solving
Desirable Skills & Experience

• Strong interest in sports, sports betting and gaming industry
• A good understanding of social and digital media

Contact Details:
Tel: +44 (0) 1355 588 975
Contact: Harris

Return to search results

Latest Job Listings