Customer Services Team Leader - BettingJobs : Job Details

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.