Customer Operations Team Leader

6 months ago

NewcastleunderLyme, United Kingdom Bally's Interactive Full time

**Job title**: Customer Operations Team Leader

**Location**: Newcastle under Lyme (Hybrid working available - rota'd into the office 3 days per week)

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

**Other benefits**:Annual bonus of up to 10%, 25 days plus bank holiday allowance, private medical care, enhanced maternity, paternity, and adoption leave pay, Virgin Tribe discounts, paid volunteer days, store discounts, 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 forms part of the wider Operations department at Bally’s Interactive. We provide frontline support across our brands, 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 to absent management and assisting with recruitment.
- Taking ownership and responsibility for leading excellent service, delivery of department KPI’s. Review and analyse performance and liaise with relevant key stakeholders.
- 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. Support 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 call centre environment. Experience conducting disciplinaries, 121s and coaching sessions, and setting targets.
- 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 comi

  • Customer Operations Team Leader

    7 months ago

    Newcastle-under-Lyme, United Kingdom Bally's Interactive Full time

    **Job title**: Customer Operations Team Leader **Location**: Newcastle under Lyme (Hybrid working available) **Hours of work**: 37.5 hours per week, between 7:00-00:30 Monday-Sunday **Other benefits**:Annual bonus of up to 10%, 25 days plus bank holiday allowance, private medical care, enhanced maternity, paternity, and adoption leave pay, paid volunteer...

  • Customer Care Team Mate

    6 months ago

    Newcastle-under-Lyme, United Kingdom New Look Full time

    **Overview** **New Look prides itself on giving outstanding Customer Care to all its customers.** **Our Customer Care team based in Weymouth speak to 10000 customers a week via our digital contact channels, we also help and support our internal store teams.** **Customer Care Team Mate - Role Purpose** **At New Look Customer Care, we’re committed to: -...

  • Service Desk Team Leader

    4 weeks ago

    Newcastle-under-Lyme, United Kingdom Aspire Full time

    Service Desk Team Leader Apply fast, check the full description by scrolling below to find out the full requirements for this role.Home based with some travel to Newcastle -under-Lyme £32,000 12-month fixed term contract 37 hours per week We currently have a great opportunity for a Service Desk Team Leader to jour our IT team in a newly created role.The...

  • Team Leader

    2 months ago

    Newcastle-under-Lyme, United Kingdom Stonegate - Proper Pubs Full time

    Team Leader - Staffordshire Location- The Penny Black Team Leader We are looking for experienced Team Leaders and supervisors who know how to be great team players and have a real passion to create an amazing guest experience. Our Team Leaders support, coach and mentor the team to ensure business success at The Penny Black. Can you… ...

  • Team Leader

    6 months ago

    Newcastle-under-Lyme, United Kingdom The Coffee House Full time

    **Role: Team Leader** **Rate of Pay: up to £11.47** **Contract available: Permanent, Minimum 30 hours per week** **About us** The Coffee House is proud to announce an exciting new position as a Team Leader in our coffee shop, based in Newcastle. The store provides a fun, yet busy and relaxed environment for everyone. The Coffee House is a chain of...

  • Customer Team Leader

    6 months ago

    Lyme Regis, United Kingdom Coop Full time

    **Customer Team Leader** - Location: 38 Broad Street, Lyme Regis, DT7 3QF- Pay: £13.32 per hour- Contract: 20 hours per week + regular overtime, permanent, part time- Working pattern: 4 to 5 varied shifts over 7 days including early mornings (store opening), afternoons, late evenings (store closing) and weekends, to be discussed at interview- Full, paid...

  • Customer Experience Director

    3 days ago

    Newcastle under Lyme, Staffordshire, United Kingdom GivEnergy Full time

    About the RoleWe're looking for an experienced Contact Centre Manager to oversee the daily operations of our Technical Services Contact Centre and Field Services Department. You'll be responsible for establishing and monitoring key performance indicators (KPIs) to measure team performance, identifying areas for improvement, and driving continuous improvement...

  • Technical Services Leader

    7 days ago

    Newcastle under Lyme, Staffordshire, United Kingdom GivEnergy Full time

    Job OverviewGivEnergy seeks an experienced Service Delivery Manager to lead the Technical Services Contact Centre and Field Services Department, driving customer experience in the energy storage system market.This role demands an operational leader who can develop innovative strategies to improve customer experience while working closely with...

  • Operational Team Associate

    2 months ago

    Newcastle under Lyme, Staffordshire, United Kingdom beBee Professionals Full time £25,000 - £35,000

    We are looking for a highly motivated Operational Team Associate to join our team at beBee Professionals in Newcastle under Lyme. As a key member of our operational team, you will be responsible for delivering excellent customer service and contributing to our operational success.Key Responsibilities:Engage with customers, providing service and...

  • Operations Team Lead

    2 months ago

    Newcastle under Lyme, Staffordshire, United Kingdom beBee Professionals Full time £45,000 - £65,000

    We are looking for an Operations Team Lead to manage and inspire our dynamic team at beBee Professionals in Newcastle under Lyme, United Kingdom. The successful candidate will oversee daily operations, drive team performance, and ensure targets are met while fostering a positive and collaborative work environment.Key Responsibilities:Lead and motivate the...

  • Head of Customer Engagement

    3 days ago

    Newcastle under Lyme, Staffordshire, United Kingdom GivEnergy Full time

    Join Our Team as a Customer Experience Leader and Shape the Future of Energy StorageWe are seeking an experienced professional to lead our customer experience team and drive excellence in the smart energy industry. As Head of Customer Experience, you will be responsible for inspiring a culture of excellence and driving continuous improvement across all...

  • Customer Experience Transformation Leader

    1 week ago

    Newcastle under Lyme, Staffordshire, United Kingdom GivEnergy Full time

    Job DescriptionThe successful candidate will be responsible for operational management, including overseeing daily operations, fostering a culture of excellence, and leading a high-performing team. Strategic planning and development responsibilities include driving customer loyalty, developing and implementing strategic plans, and identifying process...

  • Customer Team Member

    7 months ago

    Newcastle-under-Lyme, United Kingdom Coop Full time

    **Customer Team Member** Location: 1-2 Westbury Centre, Westbury Road, Newcastle-under-Lyme, ST5 4LY Pay: £10.90 per hour + great benefits Contract: 16 hours per week + regular overtime, permanent, part time Working pattern: Varied shifts including early mornings (store opening), afternoons, late evenings to 10pm (store closing) and weekends, to be...

  • Clean Team Leader

    3 weeks ago

    Newcastle under Lyme, Staffordshire, United Kingdom We Manage Jobs(WMJobs) Full time

    We are seeking a Clean Team Leader to join our team at WMJobs. The successful candidate will be responsible for overseeing the cleaning function at a successful Catholic Primary School and ensuring that the school's facilities are maintained to a high standard.RequirementsThe ideal candidate will have:Strong leadership and communication skillsAbility to...

  • Section Leader

    7 months ago

    Newcastle-under-Lyme, United Kingdom ASDA Full time

    Job Advert To be employed in this role you must be over the age of 18. **Are you looking for your next challenge? Do you enjoy leading a team to deliver the highest standards for customers?** Our Online department is growing and requires detailed planning where this position will need an organised and thorough person to ensure our customers receive the...

  • Technical Service Operations Lead

    2 days ago

    Newcastle under Lyme, Staffordshire, United Kingdom GivEnergy Full time

    Job SummaryWe're seeking an exceptional Contact Centre Manager to lead our newly merged Technical Services Contact Centre and Field Services Department. As a key member of our team, you'll be responsible for enhancing our customer service experience, optimising service delivery, and ensuring GivEnergy remains industry leaders in best-in-class customer...

  • Care Team Leader

    6 months ago

    Newcastle-under-Lyme, United Kingdom Anchor Full time

    **Hours: 42** Calling all compassionate individuals! Are you ready to make a meaningful impact in the lives of our residents? Join our team at Anchor in Chesterton Lodge Newcastle-under-Lyme as a Care Team Leader. In this role, you'll be entrusted with the care of our seniors, catering to their diverse needs, including dispensing medication. You'll also...

  • Culinary Team Leader

    3 days ago

    Newcastle under Lyme, Staffordshire, United Kingdom beBee Professionals Full time £25,000 - £35,000

    BeBee Professionals: A World-Class Culinary Experience">We are seeking a highly skilled and experienced Sous Chef to join our esteemed kitchen team in Newcastle under Lyme, United Kingdom. As the second-in-command, you will assist the Head Chef in managing the kitchen and ensuring the highest standards of food quality and hygiene.Job Summary:This is an...

  • Customer Team Leader

    7 months ago

    Newcastle Emlyn, United Kingdom Coop Full time

    **Customer Team Leader** - Location: 4 New Road, Newcastle Emlyn, SA38 9BA- Pay: £13.32 per hour- Contract: 30 hours per week + regular overtime, permanent, part time- Working pattern: 4 varied shifts over 7 days including early mornings (store opening), afternoons, late evenings (store closing) and weekends, to be discussed at interview- Full, paid...

  • Children's Team Leader

    6 months ago

    Newcastle-under-Lyme, United Kingdom The Cambian Group Full time

    **Children's Senior Team Leader** **Stoke On Trent Region £13.99-£15.09 dependent on experience also with an additional £30.00sleep in rate.** **£2,000 welcome bonus* T&CS Apply** Here at the Cambian Group, our vision is to inspire lives, and develop individuals, families and communities. Our values are; Quality, Advocacy, Perseverance & Patience. We...