Customer Service Team Leader

2 weeks ago

London, United Kingdom StakeMate Full time

**Overview**

StakeMate is a sports betting start-up planning to bring first class social betting to an outdated market. With our strong ownership on a clean and simple user experience, StakeMate allows customers to bet against friends as well as the house.

Furthermore, we plan to lead the industry in customer service and social responsibility. This is at the core of our mission and looking for like-minded individuals to join the team.

At StakeMate, you will be part of a small team and you will take ownership of your decisions.

This role will report into Head of Operations.

**Benefits**:

- Competitive Salary
- Hybrid Position (a few days of the week working at home)
- Regular Training and Development
- Internal Growth Opportunities

**The Role**

Customer Service Team leader will drive the vision and provides leadership for Customer Service and support for all our customers.

This role will be responsible for managing all deliverables for Customer Service functions.

The role ensures that the Customer Service Team provides an excellent customer experience and is responsible for meeting/exceeding customer satisfaction, quality, and other customer operations metrics.

This position plays a key role in establishing centralised practices evangelising "shift-left" self-help strategies based on quality trends in order to increase touchless customer management.

Customer Service Team leader will work cross-functionally within the UK across other pillars like Payments and Risk, Compliance, CRM and Marketing, Acquisitions, IT and third parties to assure all issues that surface within the Customer services teams.

**Key Responsibilities**
- You will be a hands-on team leader, not afraid to roll up your sleeves and get into the detail
- You will be responsible for helping build new processes and strengthen existing processes for customer services team
- As the company grows you will be responsible in managing and oversee performance of all Customer Service staff. This includes,
- HR functions - recruitment, payroll and other HR functions
- Training and development
- Day to day operations management
- Keep all training and Processes documented up to date and ensure team members adherence to Policies
- To provide excellent Customer Service and resolve Customer queries professionally in line with agreed KPI’s.
- Ensure that all admin duties are carried out accurately and in a timely manner
- Reactive: all customer escalations ensuring that any escalations are raised promptly to maintain Customer satisfaction.
- Proactive: e.g., Failed KYC accounts, Account adjustments/refunds, Self-Exclusion, Problem Gambler assessments
- End to end customer complaints management
- Understand fully and comply with the key objectives of the Gambling Commission
- Reporting: Provide trends and summaries of query volumes and types, escalated volume
- Managing and configuring Customer Service systems where required
- Managing all customer satisfaction, including providing feedback and resolutions for all negative feedback via internal communication or via online domains (e.g. Trust pilot)
- Any other reasonable requests as requested

**Skills and requirements**
- Previous Customer Service Team leader experience (ideally B2C)
- Ability to travel to offices in London (near Aldgate Station)
- Previous experience working within a regulated sector
- Experience working within CRMs as well as proven ability to suggest and implement efficiencies within systems to enhance the customer experience
- Strong attention to detail
- Good communication skills (oral and written)
- Ability to deal with internal stakeholders in a professional manner
- Ability to train and present to Customer Service teams as well as to the senior management team
- Competent computer skills including MS Outlook, Word, Excel essential and Power Point
- Complaints handling experience

**Desirable**
- Working Knowledge of multi-channel systems e.g., Zendesk
- Working knowledge / background in fraud risk and AML within a regulated sector

**Working hours**
- The working week is a standard 5 day/ 40-hour in line with Customer service operating hours
- Annual leave is 28 days per year inclusive of Bank Holidays

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