Head of Customer Service (iGaming) Job at Triskel Consulting, Malta

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  • Triskel Consulting
  • Malta

Job Description

Our client, a well known and successful iGaming operator is seeking to recruit a Head of Customer Service to lead their Customer heroes in the path to greatness.

Responsibilities:

  • Lead, manage and continuously improve the customer service department to ensure goals are met and customer satisfaction is exceeded
  • Develop, evaluate, implement and maintain customer service policies, procedures and manuals for the customer services team and the organisation
  • Monitor, measure and evaluate customer service quality and use this data to make continuous improvements
  • Analyse and evaluate team effectiveness and workload, team requirements, and training needs and action accordingly
  • Keep up to date with compliance and regulatory requirements and ensure compliance and responsible gaming procedures are adhered to and the customer service provided is in line with our obligations
  • Manage department budgets in line with company objectives
  • Collaborate with internal stakeholders to ensure the customer service team is always updated with necessary operational updates
  • Mentor and coach the team leaders to encourage optimal performance
  • Set and manage goals and KPIs for the team leaders and oversee the departments overall performance
  • Monitor teams performance and identify individual development areas for team members together with Team Leaders
  • Motivate the team through innovative initiatives that instils a motivating culture of positivity
  • Lead by example and champion the company culture and values

Requirements:

  • Bachelors degree in business administration or similar qualification
  • Strong experience in leading and developing high performing CS teams in a large multicultural environment within the iGaming industry 
  • Experience in data analysis, with the ability to analyse large volumes of data and a logical and high-level approach to problem-solving
  • Sound knowledge of AML and Responsible Gaming
  • Fluent in English (ideally another language or two preferably Swedish, Danish and Finnish)
  • Great listening and communication skills
  • Ability to display a high degree of confidentiality and discretion

If the above position sounds like you, get in touch with Nuria on nuria@triskelconsulting.es or apply on the link below!

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