BildBet Customer Service Team Manager

Reports To: Director Of Customer Service
Department: Operations
Location: Malta
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Key Responsibilities / Duties:

  • To manage an inbound Contact Centre team, focusing on providing a high quality customer contact experience, including the setting and monitoring of achievable targets and the performance management of each individual employee within the team (monthly KPIs)
  • To manage and develop customer service tools to improve efficiency and enable customer enquiries to be resolved as quickly as possible
  • To identify customer behaviour that may indicate problem gambling issues and ensure escalation to the Responsible Gaming team in a timely manner
  • To ensure that relevant reporting is in place to effectively measure the performance of all areas of the Customer Service team, ensuring that any aspects of sub-standard performance are rectified in a timely manner
  • Work closely with all business heads to ensure that customer needs are met to a high standard, including CRM, Change and Improvement, Sports and Casino product and Payments and Security
  • To keep up to date with the latest advancements in product, technology, industry peer group developments and regulatory environments and their application to Customer Service

Key working Relationships:

  • Product teams – sports & casino
  • Core Customer Service Teams
  • Compliance
  • CRM
  • Payments & Security
  • Change and Improvement

Person Specification, Skills, Experience & Qualifications:

  • Proven experience within a similar role, ideally within the Gaming industry
  • Successful previous management experience with team building skills
  • Strong product knowledge
  • Energetic, enthusiastic individual with a customer centric attitude
  • Strong and proven reporting ability and dexterity at all levels
  • Innovative problem solver with the ability to think “outside the box” and look for new initiatives to improve BildBet customer service offerings.

BetVictor is an equal opportunity employer.

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    BetVictor is an equal opportunity employer.