Vacancy Type:
23 (Entain)
Role Purpose:

To lead, coach and performance manage a team of Customer Support Advisors and Senior Customer Support Advisors. To plan and monitor the day to day performance of the customer support operation for the Interactive and Retail business including proactive and reactive responses.

Key Responsibilities

  • Overall accountability and responsibility for the team’s performance.
  • Responsible for direct leadership, supervision, development and engagement of 16-22 Advisors and Senior Advisors to deliver excellence in Customer Service.
  • Provides guidance, support, engagement and coaching to all direct reports along with regular meetings in order to drive performance
  • Monitor and deliver individual and team performance and development reviews.Conducts regular one to one to one meeting with team members.
  • Manages all team conduct and capability conversations including investigation and formal disciplinary hearings in consultation with HR and completes all HR documentation and files.
  • Evaluates, provides feedback, mentors and motivates employees to provide excellent customer service, while improving contact quality and performance metrics.
  • Monitors live or recorded contacts and identifies performance gaps. Coaches employees for performance improvement, resolves day-to-day issues and problems, provides technical leadership and answers questions accurately and professionally.
  • Ensure all marketing initiatives are directly communicated to the Support team.
  • Review the daily scheduling plan to ensure real time coverage in all areas of customer contact. 
  • Reviews and submits all required reports and staffing requests and maintains transaction reports and attendance/time records.
  • Drive open and transparent communication within the support teams.
  • Assess and ensure excellence as a support standard, constantly. 
  • Responsibility for achieving and reporting on Operational KPIs: service levels, handle times and abandonment levels.
  • Work with the Contact Centre Manager to oversee the training and development of all employees.
  • Taking an active lead in the Customer Support recruitment process conducting interviews to customer advisor and senior advisor levels.
  • Maintain product knowledge whilst offering support to each Customer Support Agent & Lead Agent.
  • Maintain a team Quality & Assurance score that meets the department KPI for each period outlined in the annual objectives.
  • Participates in customer quality calibration sessions.
  • Perform any other duties as assigned and required.
Qualifications and Educational Requirements
  • A strategic and inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement is embraced.
  • Encourages communication and collaboration across the business, team and stakeholders in order to build strong relationships and develop cross functional working.
  • A leader that mentors and develops the team by; providing development, coaching, objectives and goal setting, performance management and other people policies as required ensuring the team is motivated, productive and fully compliant with all regulations and legislation.
  • Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field.
Specialist Skills and Experience Required
  • Experience of managing customer service teams in a contact centre environment – an advantage
  • Fluent in German and English – written and spoken to an excellent standard
  • Online gaming support centre experience – an advantage
  • Knowledge and use of Microsoft Office: Word, Excel
  • Good communications skills (written, verbal and presentational)
  • Performance management experience
  • Decision-making and problem-solving skills and can work with minimum supervision
  • Excellent coaching skills
  • Ability to critically assess own performance and performance of assigned team
  • Strong analytical skills and detail oriented

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.