Sofia
Vacancy Type:
Permanent
Brand:
20 (partypoker)
About The Role

We are currently looking for a Customer Service Team Leader to join our Entain team. This is an exciting opportunity for someone who is looking for the next step up in his/her career. You will be responsible for the management of our in house team, which will involve working closely with our Team and Shift Leaders, providing training and support, ensuring and maintaining high standards in customer service quality, as well as being the link between the business and the Customer Service teams, reporting to our Senior CS Operations members.

You will need to lead by example, support your team members in their development and be creative in finding ways to optimise processes and organisation to deliver an outstanding service to our customers. You must be passionate about Customers' experience, organised and have a high attention to detail, as well as ability to solve problems autonomously.

Your area of responsibility:

  • Monitor and assess team's performance, provide regular feedback, identify training needs and prepare development plans;
  • Perform Quality evaluations of team members in accordance with their needs and levels of process knowledge, and giving regular feedbacks (at least once per month);
  • Coach, motivate and nurture talent within the team to ensure sustained contribution;
  • Prepare work schedules to ensure adequate staffing aligned with the resource availability and workload (current and expected);
  • Carry out the yearly performance appraisals for the team members and provide feedback on the same along with the Assistant Manager/Manager;
  • Enable and facilitate successful implementation of HR policies and group objectives;
  • Maintain effective communication flow, acting upon and passing on relevant information to and from the team;
  • Take performance-based corrective actions in a timely manner;
  • Counsel employees on behavioural issues and initiate disciplinary actions if required;
  • Cater after the team’s or individuals’ needs;
  • Maintain agreed service levels; coordinate work on the floor, distribute and monitor regular and extra tasks; prepare shift and team level reports;
  • Report incidents, bugs and malfunctions affecting both external and internal processes in a timely manner;
  • Liaise with other teams, departments and Label owners to resolve issues and to ensure quick First time resolution (FTR);
  • Handle escalations and follow up on complaints from customers and/or agents

Qualifications:

  • Experience in the Customer Service division (2 year+);
  • English language knowledge at a business level;
  • Ability to perform well under tight deadlines within a dynamic environment;
  • Strong logical reasoning skills with an analytical approach;
  • Demonstrated decision making and problem solving skills;

Ready to get involved? Bring your energy to Entain and you’ll be in the mix from the start. For the good of entertainment. Apply now! 

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

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. 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.