Customer Service Team Leader

Customer Service and Call Centre


RecruitGibraltar are currently recruiting for a Customer Service Team Leader to join a successful and diverse gaming operation with online betting and gaming websites. Due to their continued success and expansion in the UK and abroad, our client is on the lookout for enthusiastic, innovative and dedicated people who want to begin or continue their career in the online gaming industry. In return our client offers a diverse and exciting working environment and comprehensive training and support that actively encourages their people to develop and work up the organizational structure. In addition, an excellent benefit package is on offer that rewards their employees for their loyalty and hard work.

What will you do as a Customer Service Team Leader?

∑ Communicate with all office locations to ensure the effective use of resources across all sites, coordinating the current inflow of contacts (email, chat and phone calls) and taking the lead when making dynamic changes according to the service level
∑ To fill out the Daily Report, Daily handover sheet and to supervise and enforce the Break Schedule
∑ To provide a daily written report advising of the current volumes and the actions taken to deal with the volumes
∑ To assist CS Agents in complex or unclear queries, and handle difficult membersí inquiries and/or situations in the absence of the team
∑ To maintain work discipline in the Department, including attendance, breaks, idleness, noise level, and to escalate any re-occurring issues

It is a 24/7 shift pattern of 4 x 10 hour shifts and 3 days off per week

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 £24k based on experience with bonus & an excellent relocation and benefits package.

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