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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.
