Job Title: (Position Filled) Customer Service Manager, online casino
Salary: Competitive Salary
Location: London, and from home
The Role
Work will focus on the online arm of a prestigious land-based London casino.
Full management of developing and delivering a clear dashboard to report daily, weekly, and monthly customer service KPI targets for presentation back to the business; these targets include customer service performance, marketing and compliance reporting.
Basic working hours: 40 hours per week – flexibility required. Working from the office and home.
Key Responsibilities
Direct line management responsibility for the Customer Service team; delivery of probation reviews, rota management, development plans, annual leave approval, etc.
Writing quality copy for scripts, emails, phone calls, messaging / templates for socially responsible interactions.
Develop a high-quality service process standard, help teams work efficiently and collaboratively by following the procedures.
Training and coaching the team so our customers have incredible experiences with us.
Working with the SR manager and Compliance Manager to ensure both timely and responsible Gambling interventions and the collection of required information for AML and affordability assessments.
Deliver and execute effective daily service levels for all contact channels - Live Chat, Emails, Phones and Case Management.
Work with our host team to promote cross-channel to our customers.
Ensure team contact with players, including inbound queries and complaints, with an aim to resolve the issues asap.
To maintain customer information in accordance with the Data Protection policy.
Be aware of responsible gambling guidelines, ensuring the business meets its own requirements to be a responsible operator, adhering to specified compliance and license policies and regulations.
Highest quality of service provided; attainment measured via QA & customer satisfaction surveys.
Assist with mentoring team members.
In addition to the duties and responsibilities listed, the job holder is required to perform such other duties as may be assigned by management from time to time.
Personal Characteristics & Experience
Whilst no formal education is required, the job holder must be a seasoned Customer Service professional with demonstrable experience in managing online gaming/gambling customer service teams.
The job holder must provide training and coach the team, so that our customers have incredible experiences with us.
Good communication is a vital element in this role. Instructions must be given clearly to the team, and some negotiating skills may be required in dealings with customers.
Additional
High levels of concentration are required from the jobholder and the team in their dealings with customer queries and the job holder must ensure that the team is working in an environment that provides the ideal situation for their work to be effective.
The job holder must monitor the customer service team’s work.
Relationships with customers must be optimised to create good customer relations. This requires sustained excellence in customer service which leads to a long-term focus on relationships with customers which means valuable business for the casino.
Decisions will be made in line with the Gambling Commission legislation and guidelines and as well as the Company’s policies and procedures.
The club relies on the job holder to manage the customer service team and liaise with customers. The job holder is a critical link between success and failure in terms of the customer experience.
The job holder is seen as role model for the customer service team.
Highest levels of customer empathy are required to nurture customer relationships over an extended period. The jobholder will need extended patience and always show customers that they are important.
TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM