Customer Support Team Leader

Gamesys ,
Stoke-on-Trent, Staffordshire
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Overview

Job Description

We are Gamesys We are a leading international online gaming operator; our focus is on building a diverse portfolio of distinctive and recognisable brands that deliver best-in-class player experiences and gaming content to a global audience. Our aim is to deliver exclusive content, amazing gaming experiences and excellent customer service across all our ventures, products and offerings, whilst striving to support and protect our members on a responsible gaming platform. Ours is no ordinary working environment; we thrive on a culture of success where our people are empowered in their roles and beyond! We 'Have Fun Making Fun' and our offices are testament to that fact. With break-out areas dedicated to your entertainment, you can "chillax" playing with games consoles, dart boards and pool table; or watch TV and catch up with the latest celebrity news and gossip. Why join us? We have an incredibly unique way of doing things that can take some getting used to! We're an entertainment company, we make it our business to recruit the most enthusiastic, innovative and talented people where employees enjoy their work and our Members (game players) also enjoy the fruits of their labour. We thrive on a culture of success where our people are talented and empowered in their roles. We pride ourselves on staff loyalty and strong teams who work together to achieve success. We want to fill our company with passionate people who will promote and maintain the best entertainment experiences that make us one of the most popular online gaming providers. In return for your hard work, not only will you be rewarded with a competitive salary, but we also offer a fantastic achievable performance-based bonus. Gamesys really do intend to put the care and value of its staff at a precedence to any one else out there! This is just the tip of the iceberg in terms of the benefits available to our employees. You will find some more highlights below as well as being able to read more about us by following this link What you'll need to do * Operational Awareness : Take ownership and responsibility for leading excellent service, delivery of department KPI's. Review and analyse performance and liaise with relevant key stakeholders. * Product Knowledge: Build product knowledge across brands to support operational awareness, management of the operation and supporting development of your direct reports. * Developing Team Performance: Lead by example and take accountability for dealing with all aspects of people management. Recognise key motivators in the working environment, people's different motivational needs, and identify techniques to motivate your team.Take an active interest in, and support, everyone's personal development. * Absence Management: Responsible for managing and understanding the impact of individual absence on the business. Recognises and address patterns of absence and reduce absence by team and department. * Task Management: Handling multiple tasks concurrently and supporting Operations Manager to implement and execute new services/products and/or change. * Recruitment/Resource Management: Be creative and have fun, find the right people for the business and team. Effectively manage and work with stakeholders to align resource with site activity e.g. campaigns, thinking business and player needs. * Continuous Improvements: Empower your team to achieve a best in class experience by embedding quality and service standards. Analysing and resolving deficiencies, identifying trends and recommending continuous improvements to service offered to the player. * Foster an atmosphere of trust and open dialogue: Ensure staff experience a working environment where they can voice questions, suggestions, or constructive dissent for open discussion. Provide support and coaching rather than criticism, even where mistakes have been made. Treat all team members fairly, equally and with respect. * Team Collaboration: Advise the team of trends in player's behaviours and other demographic information to enhance their understanding of change. * Compliance: Responsible for understanding and ensuring staff are compliant with local, company, and UKGC policies and procedures. * Relationships: Build strong relationships and work collaboratively with Operations Manager and Key Stakeholders Your experience and skills * Experience of managing, leading and developing a successful team * Provide feedback, mentoring and coaching, as well as reward and recognition * A desire to deliver the best loyalty and VIP experience to the player and team * Possess good IT skills and have experience using CRM systems * Have a commercial background * Knowledge and understanding of the competitor landscape, including experience of online gaming (desirable) * Ability to drive the team forward in terms of goals and cultural change * Good interpersonal skills and the ability to build rapport at all levels with Stakeholders and players, * Motivated to succeed, enthusiastic, confi

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