Bingo Customer Service Team Manager

Reports To: Customer Service Manager
Department: Customer Services
Location: Gibraltar
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Key Responsibilities / Duties:

  • Ensure the customer service team meet and exceed HeartBingo (BetVictor’s) customers’ needs
  • Direct leadership of the Bingo 2nd Line team
  • Generate new initiatives and constantly challenge the team to improve customer service
  • Provide excellent customer support for escalated issues by email and chat, always striving to resolve the issue and not escalate further.
  • Contributing to and ensuring compliance of Team KPI’s
  • Setting yearly objectives for the team including midyear follow-ups
  • Organise team coverage to ensure all shifts are adequately covered and staff resource is efficient
  • Respond to clients throughout each shift; ensure our players receive the fastest possible and accurate response (chat/e-mail). Prioritize cases according to internal procedures – be aware of competitors delivery in these areas for comparison and benchmarking
  • Develop internal systems to provide electronic tools to help improve team performance
  • Manage attendance, punctuality and performance. Influence positivity, attitude and work ethos, to ensure a conducive working team environment for all
  • Initiate, deliver and maintain the C/S vision and goals that are clearly communicated and agreed with the C/S team and the product owners
  • Be proactive in anticipating peaks and troughs in work flow, promotions and key events, ensure feedback given to the business owners accordingly for their review
  • Building and running reports to analyse the department contacts and performance
  • Conduct Interviews for new starters to the department and follow up meetings as required
  • Product ownership to ensure the department and team are moving forward with the Bingo brands

Key Working Relationships:

  • Customer Service Sports and Casino Department Manager
  • Customer Service Manager UK
  • Trading team
  • Safer Gaming Team
  • CDD/EDD Team
  • Security Fraud/Payments Team
  • Asia Customer Service Managers
  • Germany Customer Service Manager

Person Specification, Skills, Experience & Qualifications:

  • Managerial experience in a fast-paced dynamic environment
  • Experience in coaching, training and motivating a team
  • Ability to work under pressure
  • Strong organisational and reporting skills
  • Competent and capable of making operational decisions
  • Knowledge of standard IT systems
  • Ability to lead a team by example, demonstrating BetVictor values as a foundation for the working day
  • Ability to change and adapt working practices to suit the needs of an evolving company
  • Good understanding of gaming and licence requirements
  • Ability to manage performance objectively, consistently and within time scales
  • A flexible approach to working hours
  • Point of contact for out of office hour issues
  • Strong product and technical knowledge

Working Conditions:

  • Shift pattern of 40 hours per week
  • There will be a requirement to work extra hours during busy business events.
  • Flexibility to change shifts at short notice especially when management cover is required.

BetVictor is an equal opportunity employer

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    BetVictor is an equal opportunity employer.