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RecruitGibraltar are currently recruiting for a Customer Service Operations Manager (Italian) to join a leading online gaming operator based in Leeds, which is experiencing exponential growth in the Online Gaming Sector with an excellent reputation in its field of expertise. They are a forward thinking Company and seek employees who have the same drive and motivation in their chosen career. Their desire to retain their market leading position means that all aspects of their business model are managed with a view to being the best and providing an outstanding working environment for their staff in all their locations.

What is the plan for the Customer Service Operations Manager (Italian) role?

Our leading gaming client has now expanded into the Italian market and as a result they now have numerous positions available for fluent Italian speaking, ambitious and enthusiastic individuals, looking to either start a career or develop their skills in the Betting industry. These roles are based within the UK Contact Centre in Leeds.
This role is all about ensuring they provide the highest standard possible to their most important asset; the customer.

What will you do as a Customer Service Operations Manager (Italian)?

• You will report to the Customer Experience Manager who will support you in achieving an industry-leading department that delivers excellent customer service.
• Manage a team of Italian Speaking Specialists who handle our customer queries, complaints escalations and Responsible Gambling contacts through our email, phone, live chat and social media channels.
• Manage the Italian outsourcing team based in Romania, ensuring KPI’s and service excellence is being delivered
• You will be responsible for the team achieving the SLA’s and targets that have been set, ensuring all your reports are fully supported by delivering coaching, 121’s and quality feedback.
• We want to give you the opportunity to take ownership for the customer journey and customer satisfaction, as well as other strategic KPI’s and performance drivers and identifying and implementing improvements
• You will ensure our customers are gambling responsibly and taking remedial action when this is not the case, handling complaints and the day-to-day running of the Italy team.

What do you know that makes you a great Customer Service Operations Manager (Italian)?

• Demonstrate previous People Management experience within a Contact Centre environment as well as being able to communicate fluently in Italian, both written and spoken.
• Achieve results working both autonomously and whilst working within a team.
• Analyse MI and identify trends, engaging and motivating their team whilst ensuring the customer journey is at the heart of everything we do.
• Betting industry experience would be advantageous.

The working hours for this role would be any 5 days from 7, on a fully flexible shift pattern, with hours between 08:00-23:00 including evening, weekend and bank holiday working.

Salary £35k - £40k based on experience with bonus, an excellent relocation package and private healthcare.