Customer Service Team Leader

3 Months ago • All levels • Operations • $34,000 PA - $37,400 PA

Job Summary

Job Description

As a Customer Service Team Leader at Bally's Interactive, you'll manage and develop a team of Customer Support Advisors and Chat Hosts. Key responsibilities include people management (setting targets, performance reviews, 1-2-1s, recruitment), ensuring best-in-class customer experiences, analyzing service deficiencies, optimizing work processes, and driving continuous improvement. You'll ensure compliance with company policies and procedures, collaborate with stakeholders, and foster a positive team culture. The role requires strong leadership, communication, and problem-solving skills in a fast-paced contact center environment.
Must have:
  • Team management experience in a fast-paced contact center
  • People management skills (1-2-1s, target setting, performance reviews)
  • Excellent leadership and communication skills
  • Action-oriented and results-driven approach
  • Ability to analyze data and identify areas for improvement
Perks:
  • 25 days annual leave plus bank holidays
  • Annual bonus (up to 10%)
  • Pension plan
  • Health insurance
  • Company share scheme
  • Volunteering days
  • Home office allowance
  • Wellness or gym allowance
  • 35% hourly uplift for unsociable hours
  • Enhanced maternity, paternity, and adoption leave pay
  • Smart Spending discounts

Job Details

Job Details

Description

Job title: Customer Service Team Leader 

Location: Newcastle under Lyme

Hours of work: 37.5 hours per week, between 06:30-00:30 Monday-Sunday 

Starting salary: £34,000, plus an annual bonus of up to 10%! 

Other benefits: 35% hourly uplift for unsociable hours, annual bonus, 25 days plus bank holiday allowance, private medical care, enhanced maternity, paternity, and adoption leave pay, gym allowance, Smart Spending discounts, paid volunteer days, home office allowance, a contributory pension plan and many more!


Who we are

Bally’s Interactive is the digital arm of one of the world’s leading entertainment providers, Bally’s Corporation, with tens of millions of players across the globe and big plans always in the works. Our brands and sites include market movers and shakers like SportsCaller, Vera&John, 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 Operations team provides frontline support across our brands here at Bally's Interactive, we're passionate about building caring and long-lasting relationships with everyone from brand-new players to seasoned experts. In our day-to-day mission, we work closely with teams such as Risk, Responsible Gambling, and Retention, to help the company keep its finger on the pulse of player needs.

We are looking for a dynamic and experienced Team Leader to lead and motivate a team of Customer Support Advisors and Chat Hosts. With a key focus on people management and operational excellence, you will be responsible for the success of your team and wider department, ensuring team members are supported and achieving both business and personal goals, managing the day to day running of the call centre operation and promoting the company values and DNA in all you do. 

So, what will you be doing?

  • Managing the operation and supporting development of your direct reports. Conducting all aspects of people management from setting targets, reviewing and analysing performance, conducting 121s and supporting recruitment within your team.
  • Empowering your team to provide a best-in-class experience by embedding quality and service standards. Analysing and resolving deficiencies, identifying trends, and recommending continuous improvements to the service offered to our players.
  • Understanding and ensuring staff are compliant with local, company, and UKGC policies and procedures.
  • Optimizing work processes and exploring effective and efficient ways of working, with a continuous focus on performance. Making sense of complex, high quantity information to effectively solve issues or gaps within the department.
  • Recognising key motivators in the working environment. Supporting your teams personal development to meet both employees' career goals and business objectives.
  • Ensuring employees experience a working environment where they can voice questions or suggestions for open discussion. Provide support and coaching, and treat all team members fairly, equally and with respect.
  • Working collaboratively with Operations Manager and Key Stakeholders, build relationships and drive our culture amongst your team.

And what are we looking for?

  • Have experience managing a team in a fast-paced contact centre environment.
  • Possess experience in all aspects of people management including conducting 121s and coaching sessions, setting and managing targets, disciplinary and absence management.
  • Possess excellent influencing and leadership skills to achieve team and departmental objectives.
  • Be action oriented. Take on new opportunities and challenges with a sense of urgency, high energy, and enthusiasm.
  • Be an effective communicator. Develop and deliver multi-mode communication that conveys a transparent message to suit the audience needs. Be able to interact inclusively and effectively across all levels.
  • Possess the ability to multitask and prioritise. Juggling multiple tasks in parallel, often with changing requirements and priorities.
  • Able to create a unique working style that engages the team and promotes a positive working culture.
  • Be creative and think outside the box. Possess a willingness to innovate and explore new ideas.

This is what you'll get


- 25 days annual leave plus bank holiday allowance
- 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.

 

 

 

#LI-ZH1

Qualifications

:
:

Similar Jobs

Make - E-learning Content Developer

Make

Prague, Czechia (Hybrid)
5 Months ago
Easygo - Game Producer

Easygo

Melbourne, Victoria, Australia (On-Site)
6 Months ago
Passive Logic - Computational Physics Software Engineer

Passive Logic

Salt Lake City, Utah, United States (On-Site)
5 Months ago
Gameloft - Product Manager

Gameloft

Ho Chi Minh City, Ho Chi Minh City, Vietnam (On-Site)
8 Months ago
CloudHire - Paid Search Coordinator

CloudHire

Philippines (Remote)
5 Months ago
ByteDance - Incident Response Manager - Infrastructure Engineering

ByteDance

Singapore (On-Site)
5 Months ago
Tesla - Junior HR Operations Associate - Dutch Speaker

Tesla

North Holland, Netherlands (On-Site)
2 Months ago
LeoVegas - Outbound Specialist Dutch Speaking

LeoVegas

Doetinchem, Gelderland, Netherlands (On-Site)
6 Months ago
OKX - Team Lead, Fraud Risk Operations (Remote)

OKX

Budapest, Hungary (Remote)
6 Months ago
Niantic - Pikmin Bloom Player Support Specialist

Niantic

Tokyo, Japan (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

CloudHire - Reports Specialist - Fulfillment

CloudHire

Philippines (Remote)
6 Months ago
Bally's Interactive - Retention Marketing Coordinator

Bally's Interactive

Jersey City, New Jersey, United States (On-Site)
5 Months ago
Playtech - Technical Project Manager Intern

Playtech

Sofia, Sofia City Province, Bulgaria (On-Site)
1 Month ago
Geocaching HQ - QA Tester

Geocaching HQ

Seattle, Washington, United States (On-Site)
10 Months ago
The Walt Disney Company - National Geographic Yellow Border Production Services Intern, Summer 2025

The Walt Disney Company

Washington, District Of Columbia, United States (On-Site)
2 Months ago
Corsair - Hardware Support

Corsair

Aachen, North Rhine-Westphalia, Germany (On-Site)
2 Months ago
USE Insider - Account Director - Taiwan

USE Insider

Taipei City, Taiwan (On-Site)
6 Months ago
ByteDance - Software Engineer Intern (SDN) - 2025 Summer (PhD)

ByteDance

San Jose, California, United States (On-Site)
6 Months ago
Framestore - LAUNCHPAD INSIGHTS | UNPAID WORK EXPERIENCE

Framestore

London, England, United Kingdom (On-Site)
10 Months ago
Keywords Studios (Player Support) - Native German Game Testers

Keywords Studios (Player Support)

Suginami City, Tokyo, Japan (On-Site)
11 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Newcastle-under-Lyme, England, United Kingdom

Tesla - Service Technician / Automotive Mechanic

Tesla

Ferndown, England, United Kingdom (On-Site)
2 Months ago
PTW - Accountant (Consolidation & Reporting)

PTW

England, United Kingdom (On-Site)
2 Months ago
Climax Studios - Senior Level Designer

Climax Studios

Edinburgh, Scotland, United Kingdom (On-Site)
6 Months ago
Nagarro - Principal Engineer

Nagarro

United Kingdom (Remote)
6 Months ago
Fuse Games - Rendering Engineer

Fuse Games

England, United Kingdom (Hybrid)
2 Months ago
Cloud Imperium Games - Workday Financial Systems Analyst

Cloud Imperium Games

Manchester, England, United Kingdom (On-Site)
5 Months ago
Take-Two Interactive - UK Tax and Treasury Intern

Take-Two Interactive

London, England, United Kingdom (On-Site)
3 Months ago
Activision - Employee Relations Specialist

Activision

London, England, United Kingdom (On-Site)
2 Months ago
Maverick Games - Principal UI Engineer

Maverick Games

Warwick, England, United Kingdom (On-Site)
3 Months ago
Rockstar Games - Senior Technical Artist: Performance Capture Pipeline

Rockstar Games

Edinburgh, Scotland, United Kingdom (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Sporty Group - Google Tag Manager/GA4 Implementation Specialist

Sporty Group

(Remote)
2 Months ago
Feld Entertainment - Senior Engine Specialist

Feld Entertainment

Ellenton, Florida, United States (On-Site)
6 Months ago
Zones - Operations Program Manager

Zones

Illinois, United States (On-Site)
4 Months ago
Every matrix - Service Manager

Every matrix

Bucharest, Bucharest, Romania (Hybrid)
3 Months ago
Evolution - Equipment Manager

Evolution

Medellín, Antioquia, Colombia (On-Site)
11 Months ago
Warner Bros Discovery - Director, Crew HQ

Warner Bros Discovery

Burbank, California, United States (On-Site)
5 Months ago
Easygo - Operations Manager Colombia & Perú

Easygo

Bogotá, Bogota, Colombia (On-Site)
2 Months ago
Fanatics - Engineering Manager

Fanatics

Dublin, County Dublin, Ireland (Remote)
6 Months ago
Rank group - F & B Host

Rank group

Sunderland, England, United Kingdom (On-Site)
3 Months ago
LeoVegas - Outbound Specialist Dutch Speaking

LeoVegas

Leiden, South Holland, Netherlands (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

About The Company

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 sports betting, iGaming and free-to-play.

Our brands and sites include market movers and shakers like Jackpotjoy, Bally Bet, Vera&John, Virgin Casino 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.

London, England, United Kingdom (On-Site)

Black Hawk, Colorado, United States (On-Site)

London, England, United Kingdom (On-Site)

Manchester, England, United Kingdom (On-Site)

Manchester, England, United Kingdom (On-Site)

London, England, United Kingdom (On-Site)

London, England, United Kingdom (On-Site)

London, England, United Kingdom (On-Site)

View All Jobs

Get notified when new jobs are added by Bally's Interactive

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug