Customer Service Team Leader
Customer Service and Call Centre
RecruitGibraltar is helping one our clients who is one of Europe's leading Gaming companies; they have a strong market share and play a dominant role in the Gaming arena and need a Customer Service Team Leader. Their long established online brands provide excellent opportunities for highly driven candidates, giving rapid career progression to exceptional employees.
What is the plan for the Customer Service Team Leader role?
Supervision and monitoring of a Customer Service Team.
Ensure service performance through the measurement and development of service levels, productivity and quality of communication.
Shift planning and coordination of staff holidays.
Hold appraisal meetings – including quality monitoring.
Ensure that policies and procedures are followed.
Hold regular team meetings.
Report relevant and significant issues within the team to the Customer Services Head.
Share significant information with the team.
Identify training needs and organise new training sessions in coordination with CS Head and training department.
Coordinate regular communication with other departments/operations.
Deal with delicate user cases (trouble shooting).
Assist and report to the CS Head, working closely with other team leaders and liaising with other departments (eg. 2nd line team, P&I, etc.).
What do you know that makes you a great Customer Service Team Leader?
Previous experience in a senior CS role within gaming or a team lead role
Native English speaker
Ability and willingness to lead people.
Good problem-solving initiative.
Good organisational and communication skills.
Ability to work under pressure.
High quality and service awareness.
Salary £28k - £30k based on experience with bonus and excellent package.