Crt Team Leader

5 months ago

Sunderland, United Kingdom tombola Full time

**Hybrid: Sunderland office and Home**

**Hours**:37.5 Hours**

**Salary**:£30,600**

**As the Customer Risk Team Leader, you play a critical role in our team's success. **You’ll work closely with the Fraud & Customer Risk Ops Manager to win together**

You will lead our customer risk team covering our Spanish territories to deliver first-class customer service while identifying and mitigating potential risks that our players may face. This involves close collaboration with other teams, such as customer service, marketing, and compliance, to ensure we maintain our reputation as the safest gaming site.

**So, what will you be doing?**

Your responsibilities include designing, implementing, and integrating efficient processes and work methods within the Customer Risk team. Additionally, you will be overseeing and assisting in resolving any escalated people management issues. Your leadership is essential to the team's effectiveness, and your ability to foster a positive working environment is key to our success.

**Key Responsibilities**
- Team Leadership and Management
- Risk Assessment and Mitigation Strategy
- Ensuring Regulatory Compliance
- Collaboration with Stakeholders
- Customer Satisfaction and Retention
- Analysing Risk Management Systems
- Documenting and Reporting Risk Findings
- Implementing Risk-related Training Programs
- Problem-solving and Decision Making

**In addition to the key responsibilities, you will also **be responsible for various ad-hoc duties, including**:

- Managing Return to Work (RTW) processes for long-term absences
- Conducting trainee probation reviews
- Handling people management issues, including Performance Improvement Plans (PIPs) and Involuntary Attrition Decisions (IAD)
- Escalating crisis situations as needed.
- Conducting performance reviews and check-ins during H1 and H2
- Assisting in training initiatives, including onboarding and wider CX training
- Involvement in the recruitment process.

**Relevant skills and experience**:

- Spanish language skills are essential
- Experience in a leadership role within a risk, compliance, or customer service environment
- Strong knowledge and understanding of gaming industry regulations
- Proven experience in risk mitigation
- Excellent interpersonal and communication skills
- Strong analytical and problem-solving skills
- Ability to manage priorities and deliver against deadlines

**Full job description available upon request.

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