Community Shift Leader

3 weeks ago


Sunderland, United Kingdom tombola Full time

**Remote**

**Hours** & Salary**:
**32** **Hours - £20,583**

**36 Hours - £23,156**

**40 Hours - £25,729**

**(Shift Patterns available below)**

**Are you an enthusiastic and effective communicator with a knack for managing all aspects of on-shift support?**

The role of the Community Shift Leader is pivotal in ensuring the smooth day-to-day operations of our CX Chat function. Your responsibilities encompass real-time resource management, task allocation, and responding to key events with a focus on quick resolutions.

**What will your tasks include?**

You will play a key role in working closely with teams across the organisation, maintaining effective communication, and ensuring that frontline teams are well-prepared for their shifts. To keep your skills sharp, you'll also take on operational shifts as a Chat Host.

Reporting directly to the Community Team Leader, you will be responsible for addressing any performance or process issues. If you're looking for a role that combines operational excellence and leadership, this is the perfect opportunity for you.

**Key responsibilities**:

- Completion of operational shifts, including ID verification.
- Maintenance of team communication channels, including WIKI pages.
- Reporting and escalating key events.
- Provide pre-shift comms.
- Collate handover reports.
- Support efficient time management.
- Alert Community Team Leaders of any training needs within the team.
- Report process failings to Community Team Leader.
- Highlight and share best practice examples.
- Provide cross-team, multi-jurisdictional support.
- Communicate important changes from across the business.
- Keep up to date with business and industry changes.

**Skills and experience we want you to have**:

- Excellent written and verbal communication skills.
- Adept with online gaming and digital chat environment.
- Ability to multi-task and stay organised in a fast-paced environment.

**Full job description available upon request.


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