Customer Support Team Leader

Category:
Player Support Services
Job Type:
Location:
Leeds, United Kingdom

The role of the Team Leader is to provide exceptional customer service to the Group’s customers, support the day-to-day development of team members and to assist the management team with a combination of both ongoing and ad hoc duties in accordance with Group instruction. This may include but is not limited to the following tasks: handle difficult / complicated issues raised by the Group’s customers, manage escalated cases and issues whilst also dealing with real-time queries, assist with on-the-job training, mentoring and coaching, motivate and influence the support services team to deliver high performing KPI results, meet service level expectations and demonstrate the core company values. This role may require suitable candidates to work a variety of day, night and swing shifts. This role is also required to provide ad hoc project support when needed by the Group, in accordance with Group instruction.

Key Responsibilities

  • Ensure service levels are maintained on a daily basis
  • Monitor and act upon operational activity (volumes, key performance indicators/metrics, performance plans, trends, etc.)
  • Monitor and act upon intraday shift performance based on dashboards and information reporting
  • Report, analyse and act upon agent performance output and quality
  • Responsible for preparing and conducting team and one-to-one meetings, huddles, mentoring and side-by-side coaching, quality reviews, performance appraisals
  • Act as the Voice of the Customer for management, summarise customer issues and follow up actions
  • Recruitment selection and testing
  • Support with reward/recognition initiatives
  • Handle agent and system escalations, customer queries and regulatory body complaints
  • Liaise with Realtime function and optimise/amend agent schedules
  • Provide internal content updates to staff
  • Act as focal point for inter-departmental queries
  • Demonstrate an ability to communicate and empathise with customers directly, thereby assisting with the development of team members to deliver best practice resolutions
  • Manage resources to ensure products/brands/licenses are launched efficiently and with minimum impact on service levels
  • Develop and leverage strategies to ensure high performance and delivery from team
  • Other duties or projects as required by senior management

 

Essential

  • Passion for customer service
  • Contact centre and/or previous gaming experience
  • Excellent verbal and written communication and listening skills
  • A strong customer service mentality with first-rate attention to detail
  • Ability to thrive in a fast paced, target-driven environment
  • Self-motivated and able to work both independently and as part of a busy team
  • Excellent time management skills
  • Excellent decision making skills, ability to think on your feet and ability to motivate staff
  • Ability to analyse and review team performance
  • Ability to communicate expectations and instructions clearly and in a professional manner
  • Strong all-round understanding of MS Office applications, especially Word and Excel

 

Desirable

  • Supervisor/managerial experience
  • Strong leadership skills in a multi-cultural environment
  • Educational background/degree in related fields
  • Proficiency with internal tools and reports
  • In-depth knowledge of internal procedures and policies and multi-channel support
  • Experience with Customer Relationship Management tools
  • Working knowledge of online social gaming industry
  • Advanced knowledge of online and/or brick-and-mortar Poker, Casino or Sportsbook
  • Working knowledge of international document verification, KYC and AML/CFT procedures
  • Experience in credit card fraud and/or online payment processing merchant systems
  • Experience managing change at different levels (individual and team)
  • Proficiency in any additional languages

What’s in it for you?

The salary for this job is based on experience, so whilst we are not able to go into detail at this stage, we can say that we offer great salary packages and a discretionary annual performance bonus. We can also provide advice and dedicated assistance to those moving to Leeds.

We offer health and dental insurance for you, your partner and your children (if you all live at the same address). You can make the most of our personal interest allowance in order to learn something new or pursue a hobby. If you have a baby whilst you work for us, we will give you 1000 GBP as congratulations.

In addition to that, we provide the opportunity for a discounted gym membership.

Our in-house training and development team deliver fantastic support in terms of developing your skills and helping you progress your career.

What happens next?

We will aim to get back to you as soon as possible. If you meet the criteria we will invite you to complete written language assessments, followed by a phone discussion and finally face-to-face/Skype interview.

The Group

The Stars Group is the ultimate owner of industry leading gaming brands such as PokerStars, PokerStars Casino, BetStars, Full Tilt, and the PokerStars Live brands, and through its ownership of Sky Betting & Gaming, a mobile-led leading online gaming operator, licenses the Sky Bet, Sky Vegas, Sky Casino, Sky Bingo and Sky Poker online gaming brands. Collectively, these and other brands of The Stars Group have millions of registered customers globally, forming one of the world’s largest publicly listed online gaming companies. This role is in the Group’s Leeds service office in the Global Support Services team.