Do you have significant experience in a contact centre environment, preferably for an online gambling Company?
Do you have a good understanding and knowledge of a wide range online products (e.g. sports, arcade, casino, poker)?
Do you have a high level of customer service orientation, with a proven ability to see problems through to their resolution, with a proven track record of making decisions and problem solving?
Our client’s brand boasts an international multi-channel betting and gaming group. The brand is widely seen as one of the most distinctive consumer brands in Europe and famous for Innovation. Our client pioneered the betting exchange in 2000 – a product which altered the landscape of the sports betting industry.
Today, our client is a force to be reckoned with. They have a market-leading presence in the UK, Ireland, Australia and the USA, as well as a range of B2C and B2B operations across Europe.
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 CSTLs 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.
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.
Working hours are on Monday to Friday basis (Office hours) though it is expected that the ideal candidate should be flexible in working longer hours when necessary.
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 English
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
Strong interest in sports, sports betting and gaming industry
A good understanding of social and digital media
Annual salary review
Up to 20% annual performance bonus
Comprehensive training programme
Great career development opportunities
Free parking, coffee
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