Who we are

Bally’s Interactive is the digital arm of one of the world’s leading entertainment providers, with tens of millions of players across the globe and an unmatched ecosystem of products spanning across the sports betting, iGaming, free-to-play, and daily fantasy spectrum.

Our brands and sites include market movers and shakers like Botemania and Monopoly Casino, Virgin Casino, Jackpotjoy and many more. We make our mark by embracing the diversity of our global team, challenging ourselves, and striving to make a difference for our players.

Well, what about the team?

The Customer Service Team Leader is responsible for overseeing a team of dedicated advisors who provide best-in-class customer service across multiple platforms, including calls, live chat, and e-mails. This role is pivotal in ensuring that our customer service team meets and exceeds the needs and expectations of our players while aligning with the business's objectives and targets. Our platforms include bingo, slots, and casino games.

So, what will you be doing?

• Leadership and Supervision: Lead, mentor, and motivate a team of customer service advisors to deliver exceptional frontline service. Ensure that the team is performing at its best and meeting key performance indicators.
• Quality Assurance: Monitor interactions with players to ensure adherence to company standards and provide feedback for continuous improvement.
• Performance Management: Conduct regular performance reviews, set goals, and develop action plans to address performance gaps and enhance team productivity.
• Training and Development: Identify training needs and coordinate with the training department to provide ongoing development opportunities for the team.
• Operational Oversight: Manage daily operations to ensure service levels are met and team resources are effectively allocated. Balance workload and maintain high service levels during peak times.
• Customer Satisfaction: Handle escalated issues and complex inquiries to ensure satisfactory resolution, maintaining a high level of customer satisfaction and brand loyalty.
• Collaboration: Work closely with other departments to ensure seamless communication and problem-solving, contributing to overall business success.
• Flexibility: As Customer Services operates 365 days a year, 7 days a week, from 10 am to midnight, this role requires flexibility to meet operational needs.

And what are we looking for?

• Proven experience in a customer service leadership role, preferably in the gaming or entertainment industry
• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Ability to work flexible hours if needed to cover for staff absences (exceptionally), including evenings, weekends, and holidays.
• Proficient in using customer service software and tools.
• Act as deputy CS Manager when needed.
• Experience in a fast-paced call centre environment and team management.
• Experience within online gambling industry, including slots, bingo and casino
• Experience of handling Live Chat, email and telephone enquiries and resolving escalated claims.
• Team coaching and Training.
• Customer data management tool experience/knowledge is a plus.
• Spanish native speaker or equivalent with high level of English written and spoken.

This is what you'll get

• Annual bonus of up to 10%
• Pension plan
• Health insurance
• Company share scheme
• Volunteering days
• Home office allowance
• Wellness or Gym allowance

DNA / Values

At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

Equal Opportunities

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions. Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.