Head of International Customer Experience

3 weeks ago

Sunderland, United Kingdom tombola Full time

**Head of International Customer Experience & Community**

**Salary - £60,000 - £65,000 (Dependent on experience)**

We are looking for a Head of International Customer Experience & Community who can lead the charge in developing our player experience strategy, working with other areas of the business to align it with our wider CX operations strategy. Reporting to our Director of Customer Experience you will be responsible for ensuring the Italian, Spanish, Danish, Swedish & Dutch Customer Service, Chat & Community operational teams are meeting the expectations and strategy set out in our business plan & regulatory requirements.

At tombola, you will have the opportunity to make a real impact on the company's success and growth. You will be part of a team that is dedicated to creating a culture that is player-first, innovative, and collaborative. You will work in an environment that values diversity, creativity, and excellence, and you will have the support and resources you need to excel in your role.

**How will you do it?**

As the owner of our main operational experience elements, you'll ensure that we provide an awesome end-to-end player experience, managing KPIs, satisfaction measurements, cost to serve, resourcing, recruitment, and growth. Working closely with other areas of the business, such as International CX, Player Risk Operations, Compliance, Product, Tech, and Marketing teams, you'll ensure that we stay aligned with player demand and keep pace with the quantum of change required.

Passionate about improving our player experience, you'll lead the team to understand and build innovative player journeys that underpin an awesome end-to-end player experience. You'll use data, analytics, and insights to create and continually enhance the digital experience of our players, delivering actionable insights to the business. You'll also actively research opportunities in all existing and potential new business territories.

As a key member of the team, you'll work alongside Tech and Product and resource and delivery teams to ensure that improvements to internal and player-facing systems are prioritized and focused on the right areas. You'll take responsibility for quality, ensuring that we always remain compliant and protect and support our players at all times.

Finally, you'll be responsible for critically assessing performance within the team to identify high and low performance, taking necessary action where required.

**What we need from you**

You'll have experience managing teams who handle difficult and complex customer interactions, and you'll be skilled in stakeholder management and leading large, multi-skilled teams.

You'll also have a proven ability to lead and drive strategy and projects across the operation, successfully delivering change for colleagues and players. Your strong leadership qualities will enable you to promote the long-term interests of tombola, and you'll work closely with our sister brands in the wider Flutter group - SBG, Paddy Power, and Betfair - to ensure we are always learning, adapting, and sharing improvements for our customers and people.

**What comes with the #tombolalife**
- Free breakfast, free lunch, free barista coffee, free snacks.
- Free gym to work off the free lunches
- Quarterly bonuses
- Private healthcare
- Free on-site parking
- Holiday buy & carry over scheme

And that is just a snapshot Check out our full benefits & perks package Benefits and perks - tombola

**Who is tombola?**

tombola is a technology company, leading in the online bingo and instant win games market, with an award-winning safeplay approach. We came bouncing into the online bingo world in 2006, but our roots in bingo date way back to the 1800’s. We’ve grown rapidly over the years and entered the world of online slots in 2016 with tombola arcade. We have just embarked on a new chapter becoming part of Flutter entertainment, a FTSE100 company and the world’s biggest gaming company.

  • Head of Uk Customer Experience

    3 weeks ago

    Sunderland, United Kingdom tombola Full time

    **Head of UK Customer Experience & Community** **Salary - £62,000 - £70,000 (Dependent on experience)** We are looking for a Head of Customer Experience & Community who can lead the charge in developing our player experience strategy, working with other areas of the business to align it with our wider CX operations strategy. You'll be responsible for...

  • International Regional Team Leader

    3 weeks ago

    Sunderland, United Kingdom University of Sunderland Full time

    To lead and support a regionally focused team to develop specific markets effectively, leading to student conversion to one of our campuses and achieving our International Recruitment and development targets. **Key Responsibilities** **and Accountabilities**: - To work with the Heads of International Development to ensure the University meets regional...

  • International Regional Team Leader

    4 days ago

    Sunderland, Sunderland, United Kingdom University of Sunderland Full time

    To lead and support a regionally focused team to develop specific marketseffectively, leading to student conversion to one of our campuses and achieving ourInternational Recruitment and development targets.Key Responsibilitiesand Accountabilities: To work with the Heads of International Development to ensure theUniversity meets regional targets outlined in...

  • Customer Experience Executive

    2 weeks ago

    Sunderland, United Kingdom TROO LTD Full time

    **Overview.** We are looking to grow our highly successful business based from our head office in Sunderland and are recruiting for a Customer Service Advisor in the b2b Energy sector. This role is a critical part of the business, as you are responsible for managing both the administrators and customer experience team This role requires a person who is...

  • Head of Customer Excellence

    2 months ago

    Sunderland, United Kingdom TROO LTD Full time

    **Overview.** Troo are a successful energy consultancy committed to delivering exceptional customer experiences. We believe in putting our customers at the centre of everything we do, and we are dedicated to continuous improvement in our customer service and satisfaction. As we strive for excellence, we are seeking a strategic and customer-focused leader to...

  • Head of Customer Excellence

    2 weeks ago

    Sunderland, United Kingdom TROO LTD Full time

    **Overview.** Troo are a successful energy consultancy committed to delivering exceptional customer experiences. We believe in putting our customers at the centre of everything we do, and we are dedicated to continuous improvement in our customer service and satisfaction. As we strive for excellence, we are seeking a strategic and customer-focused leader to...

  • Head of Customer Excellence

    4 days ago

    Sunderland, United Kingdom TROO LTD Full time

    **Overview.** Troo are a successful energy consultancy committed to delivering exceptional customer experiences. We believe in putting our customers at the centre of everything we do, and we are dedicated to continuous improvement in our customer service and satisfaction. As we strive for excellence, we are seeking a strategic and customer-focused leader to...

  • Customer Service Team Leader

    20 hours ago

    Sunderland, United Kingdom Paragon Customer Communications Full time

    **Customer Service Team Leader**: - **Sunderland - On-site**: - **Salary: £30,000** Paragon Communications are a dynamic and forward-thinking organisation committed to revolutionising the way our Clients do business. At our site in Sunderland we specialise in digital transformation services, helping clients transition from traditional paper-based...

  • Customer Experience Leader

    2 weeks ago

    Sunderland, United Kingdom Kura Full time

    Job Details: **Job Title**:Customer Experience Leader** **Location: Sunderland** Kura are looking for an experienced **Customer Experience Leader** to join our team in Sunderland! As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry leading salary and...

  • Customer Experience Advisor

    3 weeks ago

    Sunderland, United Kingdom G4S Full time

    Location: Sunderland | Salary: £20,374.88 | Posted: 13 Feb 2024 | Closes: 27 Feb 2024 | Job Type: Full Time and Permanent | Business Unit: UK Central Government Services | Region / Division: UK & Ireland | Reference: 15342 **ROLE RESPONSIBILITY**: **Customer Experience Agent - Sunderland** **Join Us as a Customer Experience Agent - Work From Home with...

  • Customer Experience Advisor

    3 weeks ago

    Sunderland, United Kingdom G4S Full time

    Location: Sunderland | Salary: £20,374.88 | Posted: 13 Feb 2024 | Closes: 27 Feb 2024 | Job Type: Full Time and Permanent | Business Unit: UK Central Government Services | Region / Division: UK & Ireland | Reference: 15342 **ROLE RESPONSIBILITY**: **Customer Experience Agent - Sunderland** **Join Us as a Customer Experience Agent - Work From Home with...

  • Internal Communications and Engagement Co-ordinator

    3 weeks ago

    Sunderland, United Kingdom University of Sunderland Full time

    Working with the internal Engagement Officer and other members of the Media, Communications and Events team, to deliver internal communications to students and staff, increase engagement and support the delivery of the University’s strategic plan and vision. The post-holder will need to have excellent writing and storytelling skills, innovative thinking...

  • Customer Experience Leader

    3 weeks ago

    Sunderland, United Kingdom Kura Full time

    Job Details: **Job Title**:Customer Experience Leader** **Location: Sunderland, UK** Kura are looking for an experienced **Customer Experience Leader** to join our team in Sunderland! As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry leading salary...

  • Customer Experience Leader

    2 weeks ago

    Sunderland, United Kingdom Kura Full time

    Job Details: **Job Title**:Customer Experience Leader** **Location: Sunderland** Kura are looking for an experienced **Customer Experience Leader** to join our team in Sunderland! As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry leading salary and...

  • Head of School of Social Sciences

    3 weeks ago

    Sunderland, United Kingdom University of Sunderland Full time

    **Head of School of Social Sciences**: **Education & Society - Executive (FES)**: **Location**: - Sunderland Campus**Salary**: - £71,871 to £83,349**Hours per Week**: - 37**Closing Date**: - Sunday 28 April 2024**Interview Date**: - Tuesday 14 May 2024**Reference**: - 0120-24**Please note: this vacancy is only available to current employees of the...

  • Internal Communications and Engagement Co-ordinator

    4 days ago

    Sunderland, Sunderland, United Kingdom University of Sunderland Full time

    Working with the internal Engagement Officer and other members of theMedia, Communications and Events team, to deliver internalcommunications to students and staff, increase engagement and supportthe delivery of the University's strategic plan and vision.The post-holder will need to have excellent writing and storytelling skills,innovative thinking and be...

  • Customer Experience Supervisor

    2 months ago

    Sunderland, United Kingdom ATG Entertainment Full time

    Customer Experience Supervisor - SunderlandCustomer Experience SupervisorATG Entertainment is proud to stand at the forefront of the live entertainment industry.  Our expertise and capabilities enable producers and other creatives to bring their visions to life and create unforgettable performances for audiences, presented in our landmark venues and...

  • Customer Experience Coordinator

    1 month ago

    Sunderland, United Kingdom Linear Recruitment Ltd Full time

    Can you provide excellent customer care? Are you looking for a new opportunity? Linear recruitment are working with a Regional Housing Contractor in the Northeast that are looking for a Customer Experience Coordinator to join their team. The role focuses on providing excellent customer experiences and to support customers through their journey with the...

  • Customer Experience Representative

    1 week ago

    Sunderland, United Kingdom Vermelo RPO Full time

    **Customer Experience Representative** We are recruiting for experienced Customer Service professionals to work for a well-known, established insurance company! If you have at least one year’s customer service experience, excellent keyboard skills and the ability to work in a fast-paced environmentthis could be the role for you! **We have roles...

  • Customer Experience Representative

    1 week ago

    Sunderland, United Kingdom Vermelo RPO Full time

    **Customer Experience Representative** We are recruiting for experienced Customer Service professionals to work for a well-known, established insurance company! If you have at least one year’s customer service experience, excellent keyboard skills and the ability to work in a fast-paced environmentthis could be the role for you! **We have roles...