Job Details

CS Assistant Manager

Location: Malta, Malta
Salary: TBD | Ref: Ref: 103191

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?

Organisation Description

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.

Job Description

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.

Essential Requirements:

    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

Desirable Skills

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


    Annual salary review
    Private healthcare
    Up to 20% annual performance bonus
    Comprehensive training programme
    Great career development opportunities
    Free parking, coffee

Job Information

Posted: 31st Aug 2016

Job contact:

People & Co Ltd
Suite 4, Paolo Court, Giuseppe Cali Street
Ta'Xbiex Malta
XBX 1423

+356 2132 2314

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