Customer Support Team Leader

The Role

Here at LiveScore we pride ourselves on our excellent and unique customer service, as a Team Leader you will be expected to get the best out of people; understand team dynamics and enhancing your own as well as your team's knowledge of the business.

Our Team Leaders take ownership of their own performance and continuously look to improve, along with recognizing what contributes to a great player experience, today and tomorrow by actively walking in the advisor's shoes on a regular basis.

You will develop your team to understand the importance of customer service as well as the importance of meeting KPI's. You will need to understand the key drivers impacting results and identify and deliver continuous improvement.

Key Responsibilities

• Operational: Run a shift like it's your own business, by taking ownership and responsibility for leading excellent service and the delivery of department KPI's. Review and analyse performance and liaise with relevant key stakeholders.
• Directing: Running an operation is putting together an orchestra and getting the timings of your team on shift answering various channels (Email, Live Chat, Telephony and social) and move resource round to manage the operation.
• Product Knowledge: To aid in the management of running a successful operation. As you will be the referral point to guide the team on answering a query to reduce escalation. Product knowledge on all sports offering and system is essential.
• What's On: Knowledge of promotions\sporting events and what's going on site will be one powerful tool for a smooth running of an operation.
• Developing Team Performance: Lead by example and take accountability for dealing with all aspects of people management. Recognise key motivators in the working environment, people's different motivational needs, and identify techniques to motivate your team. Take an active interest in, and support, everyone's personal development.
• Absence Management: Responsible for managing and understanding the impact of individual absence on the business. Recognises and address patterns of absence and reduce absence by team and department.
• Task Management: Handling multiple tasks concurrently and supporting Operations Manager to implement and execute new services/products and/or change.
• Recruitment/Resource Management: Be creative and have fun, find the right people for the business and team. Effectively manage and work with stakeholders to align resource with site activity e.g. campaigns, thinking business and player needs.
• Continuous Improvements: Empower your team to achieve a best in class experience by embedding quality and service standards. Analysing and resolving deficiencies, identifying trends and recommending continuous improvements to service offered to the player.
• Foster an atmosphere of trust and open dialogue: Ensure staff experience a working environment where they can voice questions, suggestions, or constructive dissent for open discussion. Provide support and coaching rather than criticism, even where mistakes have been made. Treat all team members fairly, equally and with respect.
• Team Collaboration: Advise the team of trends in player's behaviours and other demographic information to enhance their understanding of change.
• Compliance: Responsible for understanding and ensuring staff are compliant with local, company, and UKGC policies and procedures.

Key Skills/Experience

• 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
• Demonstrates sound and well-reasoned judgement when applying decision making
• 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

What can we offer?

• Competitive salary
• Performance bonus
• Childcare Voucher scheme
• Private Healthcare scheme
• Free on-site parking
• Enhanced Maternity/Paternity/Adoption pay
• Ride to Work Scheme
• Virgin Tribe - access to exclusive Virgin offers and experiences
• Life Assurance (3x salary)
• Contributory Pension Plan

About Us

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

Whether it is LiveScore delivering real-time sports scores or free-to-air live streams to its users across 200 territories, or LiveScore Bet and Virgin Bet offering innovative and trusted sportsbook betting opportunities, we bring our audiences closer than ever to the sports they love with our best-in-class products.