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Team Leader - Customer Service (Office Based)
Location: Liverpool
Salary: up to £30K
Overview
Our client is an establish gaming company. As a Customer Services Team Leader you will be responsible for leading and managing a team of employees to ensure the efficient and effective operation of the customer services department. You will play a critical role in maintaining a positive and productive work environment, achieving performance targets, and adhering to regulatory requirements. Your leadership skills and industry knowledge will be vital in driving the team's success and contributing to the company's overall growth.
Responsibilities:
Team Management: Leadership, Guidance, Mentorship.
Regulatory Compliance: Keep up to date and implement policies.
Customer Service: Maintain a customer-centric approach, emphasizing excellent service delivery.
Risk Management: Implement and carry out measures to mitigate risks related to fraud, problem gambling, and responsible gambling practices.
Training and Development: Identify training needs within the team and organise appropriate training sessions.
Quality Assurance: Establish and maintain quality assurance standards and conduct periodic audits to ensure compliance
Reporting and Communication: Analyse KPIs and act upon results
Knowledge Skills & Experience
- Experience in a similar or Team Leader role.
- Experience of leading, managing and motivating a Team.
- Previous experience of working and coaching within a contact centre environment with industry specific 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.
- Project coordination and involvement.
- Adaptable and flexible.
- 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.
