Chat Room Moderator Supervisor

Chat Room Moderator
Nottingham - £25,000 + benefits
We have an exciting new opportunity for Chat Room Supervisors to join us here at Buzz Bingo, if you’re looking for a new role within an exciting business then read on
Joining Buzz means joining our family. We know lots of companies say that, but we really believe it’s true. Our teams in Support Centre and our clubs across the country are smart, energised, and passionate about what they do.
We know each person here can make a big difference, so we’ll support your professional goals, give you what you need to thrive, and help you accomplish the right results - whatever your role. We’re dedicated to building Bingo’s Most Exciting Community every day and making our players feel as much a part of our family as we do.

**About the role**
We're looking for friendly, motivational, enthusiastic and engaging people to make our players' days, every day As a Buzz Bingo Chat Star Supervisor, you will be responsible for ensuring our Chat Stars are keeping the chat in out Bingo rooms, fun, exciting and safe for our players Our Chat Stars are the face of Buzz Bingo, so knowledge of how our games work, GDPR and Responsible Gambling is preferred however not crucial as training will be provided.

You'll be supervising and managing our first point of contact in welcoming new and existing players to our rooms, so it is critical that our Chat Stars are in the know; from knowing how much the next bingo ticket costs to how do the games work. This is where you will use previous knowledge and experience in ensuring your team are meeting deadlines and keeping up to date with the latest information they need to enable them to manage our rooms effectively. You must be able to remain calm and composed, remain patient, impartial and be able to multitask.

You will be the driving force to the team, to ensure that deadlines are met, whilst monitoring the team’s productivity in delivering all promotional activities and you'll have a flare for social media. Our chat stars deliver so much more too as our “Stars” appear on our social media video campaigns to presenting a live show in our Bingo rooms. As a supervisor, you will play a vital role in the production and organizing of this.
**Key responsibilities**
- Deliver and execute the chat stars strategy and goals
- Deliver and execute games, activities and quizzes that will drive participation of players in line with the Chat stars strategy that will engage all existing and new customers
- Work alongside the Chat Star Manager to support with first class entertainment in live bingo hosting
- Ensure our customers are treated fairly and all customers receive excellent service in accordance with company procedures
- Ensure that Chat etiquette Is managed effectively within our bingo rooms
- Ensure that the Chat Ban process is managed in line with company processes
- Ensure yourself and the team fully understand current promotions / offers
- Work with internal stakeholders to identify and implement unique entertainment ideas
- Appraisals / performance reviews and managing any grievances plus disciplinary processes
- Hiring and on boarding of new team members as required & assist in training
- Establish customer satisfaction feedback from players on chat stars and promotional content
**Your skills & experience**
We are looking for someone who ideally has experienced of using online live chat platforms to provide great customer service, strong written & verbal skills with a good attention to detail is a must and your experience in customer service means you’ll be able to be able to communicate in a clear and polite way, whilst ensuring our GDPR principles are adhered to. Other key skills & experience we are looking for include;
- Ambitious personal drive, pragmatic with the ability to think objectively and demonstrate sound judgement
- Analytical and investigative mindset with good attention to detail
- Ability to build effective relationships between members of the Chat Stars Team
- Strong ability to approach difficult conversations with respect and composure when needed
- Understanding of GDPR principles
- Experience In leading a large team of people
- Establish customer satisfaction feedback from players on chat stars and promotional content
- Ability to set goals and deadlines to manage performance effectively
- Able to motivate, lead and supervise a team of people daily whilst managing own tasks and duties
This is a full time, permanent role offering a basic salary of £25,000 per annum. You’ll be based from our contact centre in Nottingham where you’ll join a pro-active, friendly team, as well as a competitive basic salary we also offer a range of benefits that includes 25 days leave + bank holidays, options to buy additional leave, company pension & life assurance, great training & support & refer a friend scheme.
This role works 5 days out of 7, to include a weekend rota with shifts operating between 8am - 1am.

**Jo