Webchat Team Leader – Nights

Are you an experienced Customer Service Manager looking for a new challenge? Do you have experience of working in a call centre environment?

This is an exciting opportunity to work with one of the UK’s largest, well-known brands and one of the most active sports sponsors in the UK. The business offers a wide customer offering across their online platform, and the office-based Customer Service Teams are there to support and develop relationships with customers and colleagues, to ensure every interaction meets a high standard.

If you enjoy a fast-paced environment, have a high level of customer care and attention to detail, and prior people management experience, this could be the role for you! You will play an active role in managing the quality and service provided to both customers and colleagues in stores. Ensuring teams are encouraged to develop their own personal skills and knowledge will be pivotal to succeed in the role. This role provides an opportunity for someone who enjoys working in a demanding and challenging environment, whilst still being focused on world class customer interactions. We’re looking for candidates who have experience creating and managing customer service teams, with a positive approach to learning new things, as well as a background in management.

This is an inbound/ digital role working any 4 days from 7 including weekends, shifts between 9pm and 7am.

Key responsibilities:

• Manage quality and performance against the agreed frameworks and SLA
• Have full knowledge of your own and wider business KPI’s, ability to report against KPI’s
• Effectively manage absence in line with company policies.
• Resolving all customer account queries efficiently and in a timely manner.
• Support frontline teams where complaint escalations are necessary
• Understand fully and comply with the key objectives of the UK Gambling Commission.
• Deliver engaging coaching and feedback sessions to team, whilst agreeing defined actions where opportunities for improvement is identified
• Create a team environment that promotes development and idea generation
• Celebrate success and great customer service

Benefits:

• Benefit from bonuses, incentives, retail discount vouchers and more.
• Monthly pension contributions.
• Enhanced maternity & paternity pay.

• A long-service recognition programme and life milestone rewards.
• A recognition scheme to earn and convert points to spend with over 700 retailers.
• A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching.
• Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.

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