We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.
The role in a nutshell:
The Head of Customer Self-Service and Content reports to the Director of CS Central Services and is responsible for the leading the teams of: Content Copywriters, Graphic Designers, Video Producers and Chatbot Technicians who are responsible for overall self-service journey creations and CS content. This includes all the activities and communication in order to for the internal and external customer to have functional self-services knowledge and overall CS content.
The main purpose of the role is to manage the central content that supports a multi-language and multi-channel Customer Service department with locations across the globe. The teams reporting into this position overall accountabilities are to ensure that all customer service centres are provided with the content that they need in order to achieve first time call resolution and other key CS KPIs. This team is also responsible for on site customer service content as well as chatbot, with the aim to deflect contacts from CS.
What you'll be doing:
- Lead Content Copywriters, Graphic Designers, Video Producers and Chatbot Technicians teams including all team internal alignment, team and individual development, team roadmap, HR responsibilities, talent management, appraisals, relationship management with other management within the department and the rest of the business.
- Be the functional leader of the Request Handlers, ie. content improvements, discuss current topics, help overcome obstacles.
- Represent the team in departmental meetings, and with other departments.
- Moderate and prioritize the responsibilities of the teams
- Have regular alignment with Director of CS Central Services and work together on the direction of the team.
- Identify, plan and business case, and execute new opportunities to improve our self-service experiences for our customers that are aligned to the overall strategy
- Drive a shift in customer behavior to increase usage of the company’s self-service portals to increase customer satisfaction and first time resolution
- Keep a good relationship with our customers outside of Customer Services, understand and train them and share experiences within the team
- Ensure that the knowledgebase team provide analytics that show the deflection of contacts into CS while also tracking customer self-help journeys to optimize self-help articles and overall customer experience.
What we need from you:
Essential:
- Proven track record working in a similar capacity within online gaming industry or equivalent.
- Leadership skills and ability to motivate teams.
- People management experience.
- Ability to build effective working relationships at all levels.
- Global mobility and flexibility.
- Good analytical skills.
- Excellent planning and organizational skills.
- Creative thinking.
- Flexible and adaptable to change.
- Fluent in English both written and spoken.
- Good presentation skills.
- Effective leader and influencer in a matrixed organization.
- A positive attitude and professional manner.
Desired:
- Fluency in any additional language both written and spoken.
- Knowledge of the office suite tools is an added advantage.
- Advanced project management experience is a plus.
- Proven computer science skills.
