Customer Service Team Leader - London, United Kingdom - StakeMate

StakeMate

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Overview
StakeMate is a sports betting start-up planning to bring first class social betting to an outdated market.

With our strong ownership on a clean and simple user experience, StakeMate allows customers to bet against friends as well as the house.

Furthermore, we plan to lead the industry in customer service and social responsibility. This is at the core of our mission and looking for like-minded individuals to join the team.

At StakeMate, you will be part of a small team and you will take ownership of your decisions.

This role will report into Head of Operations.

Benefits:

Competitive Salary
Hybrid Position (a few days of the week working at home)
Regular Training and Development
Internal Growth Opportunities

The Role

Customer Service Team leader will drive the vision and provides leadership for Customer Service and support for all our customers.

This role will be responsible for managing all deliverables for Customer Service functions.

The role ensures that the Customer Service Team provides an excellent customer experience and is responsible for meeting/exceeding customer satisfaction, quality, and other customer operations metrics.

This position plays a key role in establishing centralised practices evangelising "shift-left" self-help strategies based on quality trends in order to increase touchless customer management.

Customer Service Team leader will work cross-functionally within the UK across other pillars like Payments and Risk, Compliance, CRM and Marketing, Acquisitions, IT and third parties to assure all issues that surface within the Customer services teams.

Key Responsibilities

You will be a handson team leader, not afraid to roll up your sleeves and get into the detail
You will be responsible for helping build new processes and strengthen existing processes for customer services team
As the company grows you will be responsible in managing and oversee performance of all Customer Service staff. This includes,
HR functions recruitment, payroll and other HR functions
Training and development
Day to day operations management
Keep all training and Processes documented up to date and ensure team members adherence to Policies
To provide excellent Customer Service and resolve Customer queries professionally in line with agreed KPI's.
Ensure that all admin duties are carried out accurately and in a timely manner
Reactive: all customer escalations ensuring that any escalations are raised promptly to maintain Customer satisfaction.
Proactive: e.g., Failed KYC accounts, Account adjustments/refunds, Self-Exclusion, Problem Gambler assessments
End to end customer complaints management
Understand fully and comply with the key objectives of the Gambling Commission
Reporting: Provide trends and summaries of query volumes and types, escalated volume
Managing and configuring Customer Service systems where required
Managing all customer satisfaction, including providing feedback and resolutions for all negative feedback via internal communication or via online domains (e.g. Trust pilot)
Any other reasonable requests as requested

Skills and requirements

Previous Customer Service Team leader experience (ideally B2C)
Ability to travel to offices in London (near Aldgate Station)
Previous experience working within a regulated sector
Experience working within CRMs as well as proven ability to suggest and implement efficiencies within systems to enhance the customer experience
Strong attention to detail
Good communication skills (oral and written)
Ability to deal with internal stakeholders in a professional manner
Ability to train and present to Customer Service teams as well as to the senior management team
Competent computer skills including MS Outlook, Word, Excel essential and Power Point
Complaints handling experience

Desirable