Customer Support Team Lead

ABOUT THE ROLE        

Join our team as Customer Support Team Leader, where you will play a pivotal role in shaping the customer experience. In this position, you will lead a dynamic team dedicated to providing exceptional support, ensuring operational efficiency, and maintaining high satisfaction levels among our customers.

This role is suited for a proactive leader with a strategic mindset, tasked with overseeing daily operations, managing teams effectively, and facilitating cross-departmental collaboration.

YOU WILL BE RESPONSIBLE FOR:   

• Regularly reviewing team members' performance to ensure high standards
• Participating in the hiring process to select and onboard new team members
• Creating and managing team schedules, considering operational hours, holidays, and leaves
• Analyzing daily operations through reports and statistics to enhance team efficiency.
• Collaborating with Marketing, Country Managers, and other departments to support local promotions and customer engagement initiatives.
• Ensuring prompt and effective resolution of customer inquiries and issues to maintain customer satisfaction.
• Implementing processes and procedures to optimize resource utilization and workflow.
• Fostering a positive and productive work environment while focusing on meeting daily KPIs.
• Coach, mentor, and develop team members through regular feedback, training, and performance management to foster a high-performing and engaged team.
• Leading projects with a data-driven approach to improve team performance and outcomes.
• Develop and maintain weekly, monthly, and quarterly KPI and people reports to track team performance, identify trends, and inform strategic decision-making.

OUR SUCCESSFUL CANDIDATE WILL HAVE:      

ESSENTIAL SKILLS

• Excellent written and verbal communication skills.
• Proven ability to coach and mentor team members, helping them meet or exceed performance goals.
• Capability to manage multiple tasks simultaneously and adapt to changing schedules.
• Experience in leadership, with familiarity with our product proving highly beneficial.
• A growth-oriented mindset with a commitment to continuous learning and self-improvement

NICE TO HAVE

• iGaming industry knowledge
• A deep knowledge of and passion for sports, enhancing the ability to engage with sports-related customer inquiries and promotions effectively

WHO WE ARE

At the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 2000 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 19 offices worldwide.

 

BENEFITS

• Hybrid working - 3 days per week at the office, with flexibility for 2 days at home
• Workation – Take your job on an adventure with our Workation benefit for up to 4 weeks per year (T&Cs apply).
• Plenty of time to recharge – 28 days of paid leave, plus all public and bank holidays in England.
• Invest in your future – We match pension contributions up to 6%.
• Comprehensive healthcare – BUPA coverage, including pre-existing conditions, plus a cashback plan for dental, optical, and other treatments.
• Wellbeing allowance – £250 annual allowance for you to invest in your health and wellbeing (T&Cs apply).
• A great workplace experience – Talented colleagues, free onsite parking, complimentary snacks and drinks, Monday breakfasts, and Friday lunches.
• A social culture you’ll love – Regular opportunities to attend sporting events throughout the year, plus a quarterly team budget for even more fun.
• Support for growing families – Up to 6 months of full pay for maternity leave.
• Stay active & save money – Cycle-to-work scheme and gym discounts.
• And there’s more… We’ll share even more perks related to your role when you chat with our Talent Acquisition team!

JOIN US!

In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!

Would you be a good fit for the Leo Pride - give us a roar!

**As our company working language is English, we’d like to see your CV in English, please**

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