Team Leader

1 week ago

Liverpool, United Kingdom The Football Pools Full time

We are looking to recruit a Team Leader to work closely with the Customer Services Manager in leading and managing a team to ensure we offer a first class service to our customers.

You must have a in-depth knowledge of betting / gaming, with an understanding of gambling regulations. Previous experience as a Team Leader within a customer services / contact centre environment is essential.

This role requires flexibility, as you will be expected to work any 5 out of 7 on a shift basis between 8am - 10pm.

**Responsibilities**:

- Team Management
- Regulatory Compliance
- Risk Management
- Quality Assurance
- Customer Services Resolution Management
- Reporting and Analytics on KPI's

**Knowledge Skills & Experience**
- Minimum 3 Years experience in a similar or Team Leader role.
- Experience of leading, managing and motivating a Team.
- Previous experience of working and coaching within a contact centre environment with industry specific Gambling regulation knowledge.
- Exceptional Customer Services Experience.
- Highly motivated with a passion for excellence.
- Excellent interpersonal skills including effective listening, verbal and written communication and able to handle complex customer queries and complaints.
- Proven track record of meeting quality and quantity targets.
- Strong organisational and planning skills with good analytical skills in problem detecting and solving.
- Project coordination and involvement.
- Adaptable and flexible.
- Ability to work in a dynamic high pressured environment.
- Proficient in Technology and systems, in particular Player Account Manager systems, Contact centre ticketing and Microsoft Excel.

**Job Types**: Full-time, Permanent

Pay: £29,500.00-£30,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Life insurance

**Experience**:

- Team Leader (Call Centre): 3 years (required)
- Leadership and Mgt: 3 years (required)
- Management Reporting: 3 years (required)

Work Location: In person

Application deadline: 14/02/2025

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