Customer Care Team Leader - London, United Kingdom - LiveScore Group

LiveScore Group

Verified Company

London, United Kingdom

2 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Role

The Customer Care team operate 24/7 365 and this role will be working an average 40 hours a week, largely dictated by the sporting events calendar.

LiveScore Group is home to LiveScore, LiveScore Bet and Virgin Bet, three of the most exciting brands in the sports and gaming industries today.

We are passionate and excited about what we do in the Sports Media, Gaming and Betting sector and are proud of the high ratings we have achieved.

We live our values, aiming to enhance and increase the enjoyment of sport through innovative products and immersive experiences. Trust is important in how we work, ensuring we are a collaborative unit who holds each other accountable. Relentlessly ambitious in everything we do, we embrace change and understand that failure is part of success.

We use our platform for positive social change and work to build a company our employees are proud to work for.

We have a long-term commitment to diversity and inclusion.

Our I.D.E.A (Inclusion, Diversity, Equality, Awareness) Forum is critical to our business and is embedded in our organisational structure to support a sense of belonging for everyone and to create a culture that allows all employees to thrive.

We know a job description can often deter an applicant who does not believe they match 100% of our requirements. If you are interested in this position and have relevant experience, then we would still love to hear from you._

Key Responsibilities

Live and breathe the player experience, analysis of incoming contacts, understand the why, put in place continuous improvement initiatives to provide long term resolutions on repeated contact.
Work closely with the Operations Management team and oversee the strategic development of the Customer Care department to improve the player journey, their experience, and the overall operation
Constantly review and optimize the operating model (People, processes and where possible technologies)
Be the primary point of contact for the end to end player experience, through effective ownership of any servicebased escalations
Plan and organise resources to deliver the best coverage for a 24/7 operation 365 day a year. Think out of the box how to accommodate major events such as the Champions League Final, where expected contacts will spike
Develop and implement procedures and processes for one team to manage outbound calls to high value players and as well as everyday inbound contacts
Manage key relationships across the business to ensure the business objectives for Sportsbook are met
Responsible for ensuring that the team are meeting business regulatory requirements. Take ownership for ensuring that the team are up to date with the latest compliance changes and all documents are reviewed

Skills, Knowledge and Experience

Ability to speak and understand the Dutch language
A keen interest in sports and experience within the online gambling industry
Experience of managing, leading and developing a successful team
Possess good IT skills combined with fast and accurate typing abilities
Knowledge and understanding of the competitor landscape, including experience of online gaming and sports betting
Ability to drive the team forward in terms of goals and cultural change
Provide feedback, mentoring and coaching, as well as reward and recognition
Good interpersonal skills and the ability to build rapport at all levels with stakeholders and players
Motivated to succeed, enthusiastic, confident, dedicated, proactive and driven
A desire for continuous improvement processes, reporting and the tools we use
Able to manage competing priorities whilst ensuring performance targets are met for the business, department and staff
Clear articulation of the player benefits for promoting marketing campaigns to team
A selfstarter attitude with the ability to multitask, work under pressure and meet deadlines, ability to work individually and as part of a team
Excellent organizational, planning and time management skills

What can we offer?