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Customer Service Team Manager

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Role area:
CEO Europe Online
Contract type:
Full Time
Location:
Malta
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The Customer Service Team Manager is responsible for managing a Team(s) of Customer Service Agents, Shift and Team Leaders and ensuring the successful day-to-day running of the Customer Service Operation within their respective functions.This role is going to lead the international CS team delivering against customer KPI’s, identifying and achieving operational efficiencies, and collaborating with commercial stakeholders to ensure delivery of the most appropriate proposition by market for our customers. The benefit of this role will be measured through improvement of quality and performance within the team, the level of team engagement, progression and retention and the quality of the wider customer service operation.

Key Responsibilities

  • Responsible for achieving the agreed service levels and other primary Customer Service KPI’s
  • Retain and develop team members ensuring employee turnover is maintained at a satisfactory level and more tenured and experienced Agents are retained
  • Ensure the Customer Service Operation is highly efficient, productive and responsive to customer needs resulting in a high quality service that generates customer loyalty and increases customer volumes
  • Manage individual performance within your respective team through 121’s, observations, coaching and where necessary instigating PIP’s and more formal measures including disciplinary hearings and dismissals
  • 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
  • Stakeholder communication and engagement
  • Ensure employee satisfaction levels are positive and team members are highly engaged
  • Manage sickness absences within team and employ strategies to reduce sickness absence
  • Analise relevant data to determine customer service outputs
  • Support the implementation of strategies to improve quality of service and productivity
  • Liaise with department managers 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
  • Collaborate with CS management team to improve overall employee engagement and retention
  • Responsible for the development of team members, including coaching for high performance resulting in team members moving through the career progression framework at pace
  • Responsible for the effective recruitment and on-boarding of talent

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.

Essential Skills & Experience

  • 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
  • A good understanding of Paddy Power Betfair International Operation
  • Proven experience in managing and leading a team
  • Positive attitude and outlook
  • Displays and role models company values
  • 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 the applicable language
  • Good understanding and knowledge of a wide range of Paddy Power Betfair 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 & Experience

  • Strong interest in sports, sports betting and gaming industry
  • A good understanding of social and digital media
  • The ability to speak an additional language would be advantageous