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Customer Service Team Lead - 0966

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Customer Service Team Lead

  • Primary Location:
    Malta
  • Contract Type:
    Permanent
  • Employment Basis:
    Full-Time
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Flexible Working

(when applicable)

Shares Plan

Careers Progression

Global Mobility

Ongoing Learning

Pension Scheme

Health Insurance

Pizza and Drinks Fridays

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The Team

The team is responsible for the delivery of all customer service and sales channels, including helpdesk calls, telephone betting, web chat, email, social and any other channel forming part of the Betfair Customer Service Proposition.

Role Summary

The Customer Service Team Leader is responsible for managing a team of Customer Service Operators (CSOs) and also the day to day running of the Customer Service Operation. The Team Leader will also take responsibility for dealing with customer escalations and resolving customer disputes. The role will also consist on coaching CSOs through on desk training, quality monitoring as well as task distribution. The added value of this role will be measured through improvement of quality within the team and the wider customer service operation.


Key Responsibilities

• Manage individual performance within your respective team.
• Manage the Customer Services workflow and resources to ensure service levels are met.
• Contribute to the effective management of contacts.
• Ensure that more complex customer issues are followed up and resolved in a timely manner/provide first line escalation support.
• Handle contacts when necessary.
• Contribute to the continual improvement of CS Operational performance.
• Respond to all reasonable requests from Customer Service Manager.
• Responsible for the development of team members.
• Maintain an engaged team
• Effective recruitment and on-boarding

Essential Skills & Experience

• High level of customer service orientation, with a proven ability to see problems through to their resolution.
• A proven team player with a ‘can do' attitude.
• Proven experience in managing and leading a team.
• Flexible approach to working in a dynamic, complex and often hectic environment.
• Passionate about providing excellent service.
• Good organisational and planning skills.
• Excellent written and verbal communication skills in the applicable language.
• Good understanding and knowledge of a wide range of Betfair products (e.g. sports, arcade, casino, poker).
• Significant experience in a contact centre environment, preferably for an online gambling Company.
• Experience of using Microsoft Word, Excel and Powerpoint.

Desirable Skills & Experience

• Strong interest in sports and sports betting


 
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Location
Malta
Triq Kapillan Mifsud, St. Venera, Malta, SVR 1851
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This is who we are

Paddy Power Betfair is an international sports betting and gaming operator, with a market-leading presence in the UK and Ireland, as well as a range of operations across Europe including Romania, Portugal and Malta.

We are online-led, mobile-led and sports-led: and our proprietary technology, unique products and innovative marketing all combine to offer a superb experience to our five million customers worldwide.

Our spirit, talent and ambition has taken us into the FTSE 100 index of the London Stock Exchange and we now employ over 7,000 people in sixteen locations across the globe; from Dublin to Los Angeles, and London to Melbourne. Our culture rewards innovation, teamwork and we like to stay fast-moving in a dynamic industry.

On a larger scale

We are part of Flutter Entertainment, a global sports betting, gaming and entertainment provider for over thirteen million customers worldwide.

Established in 2019, Flutter merged with The Stars Group in 2020. As the parent company Flutter Entertainment now has a host of brands that sit under it including Paddy Power and Betfair (PPB), Sky Betting and Gaming, PokerStars, Full Tilt Timeform, oddchecker, Sporting Life, SportsBet, Bet Easy in Australia, FOX Bet, TVG and FanDuel in the US.

Across the globe, Flutter employs over 14,000 people across more than 40 offices and over 600 retail sites. We pride ourselves on being a responsible operator, committed to making a positive contribution to the communities we operate within.

This is your Challenge

  • Delivering product at scale for over 5 million customers, 99,9% of transactions in less than a second
  • Our systems process more than 7 million transactions every day (more than all the European stock exchanges combined)
  • Deliver high transitional products, serving more than 2.5Bn calls a day
  • Diverse and up to date technical landscape to explore, leverage and innovate
  • The products you’ll develop will comply with ambitious uptime targets: less than 50 minutes downtime expected per year
  • Continuous Integration, Deployment and Testing