About the role
Job Description
The Customer Service department shapes memorable experiences for customers worldwide, maintaining rigorous standards and supporting continuous business growth.
Operating at a senior level, you will monitor and manage daily departmental workloads while coaching a dedicated team. This hands-on role involves driving procedural changes, refining internal practices, and ensuring every customer interaction reflects our trusted brand values
Qualifications
* Advanced planning, organisation and time management capabilities * Strong self-motivation with a clear drive for success * Proven leadership in people management * Decisive management of teams under pressure * Rigorous analysis of operational data for informed decision-making * Comprehensive knowledge of customer service policies and procedures
Additional Information
* Establish and maintain effective succession planning frameworks within the department * Ensure adherence to all Responsible Gambling policies and procedures at all times * Review existing departmental procedures and implement enhanced practices * Drive departmental efficiency and continuous improvement while maintaining exceptional service levels * Investigate technical issues thoroughly and liaise effectively with management teams * Analyze customer contact handling to identify key areas for operational enhancement * Develop quality and productivity benchmarks across the department * Support management in championing the customer service ethos * Act as a primary point of escalation for complex customer issues raised by Supervisor
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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.