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!

Job Tags

Similar Jobs