Head of Customer Service at Videoslots.com - Gaming jobs in Malta - February 2020

Head of Customer Service at Videoslots.com

JOB TYPE: Full Time JOB LEVEL: Experienced, Management

Videoslots.com in Malta is currently looking to recruit a Head of Customer Service to join their team on a full-time basis.

Job Description:
The Head of Customer Service role is a people’s person role. The main responsibilities include effective resource planning, maintaining all service levels through performing good quality and coverage of service. This is done by supervising team leads and agents, monitoring the level of service quality, motivating current team members and identifying whether training is needed, problem-solving and reporting to the management.

You will be mainly responsible for:

  • Building strong internal networks for collaboration and knowledge transfer within the team and other parts of the company;
  • Ensuring SLA’s are met and drive continuous performance improvement;
  • Providing leadership and direction to the Customer Service department to ensure it meets established goals, measures and targets as well as satisfies the customers’ needs;
  • Planning, developing, evaluating and implementing customer service policies, strategies & processes for the entire organization;
  • Measuring the quality and efficiency of the department and report results to business;
  • Monitoring team’s performance and identifying individual development areas for team members together with Team Leaders;
  • Monitoring the delivery of training for the Customer Service to be fully knowledgeable in the customer site, back office, other tools, and procedures;
  • Ensuring compliance and responsible gaming procedures are adhered to by everyone;
  • Assisting department with day-to-day queries and complaints, including out of office hours when needed;
  • Leading and motivating team members with a positive attitude and ensuring an enjoyable working environment;
  • Doing quality checks of team members;
  • Executing and reporting of any issues internally and suggesting improvements;
  • Acting as a hiring manager;
  • Submitting ideas to increase the productivity of the team and keeping up to date with industry trends and developments;
  • Acting as a communication link between the Customer Service and C-Management;
  • Scheduling rotas of the Customer Service.

Skills and Requirements: 

  • Possess strong analytical skills and the ability to make important data-backed decisions;
  • You have previous experience, with vast knowledge about iGaming and online casino;
  • Have the ability to create a culture of teamwork & togetherness;
  • Experienced in leading a multicultural team from 35 team members and up;
  • Fluent in English;
  • Ideally, you have the ability to speak multiple languages out of Swedish, Finnish, and German
  • You have a positive and can-do attitude with a flexible approach
  • Fantastic motivator and lead others into performing at their best by providing continuous encouragement
  • You find coaching, sharing your knowledge and experience and training others a bliss
  • Have a clear understanding of Responsible Gambling and AML
  • You take pride in giving superb support
  • Have a positive outlook and encourage others to do the same
  • An excellent listener and a communication guru towards team members as well as other departments
  • You take accountability and responsibility for tasks at hand
  • You pay attention to details and like to investigate and solve issues
  • Professional communication, organisational, resource planning, analytical and statistical reporting skills

What we offer:
Apart from our vibrant and sunny offices, and rock-star teams here is what we offer you: 
  • Private health insurance;
  • Birthday leave;
  • Additional marriage leave;
  • Additional paternity leave;
  • 5 days of your sick leave to care for your sick child;
  • 1 volunteer day;
  • Flexible start and finish times (except for teams who work shifts);
  • Free transport home for late-night shifts;
  • Refer a friend bonus;
  • Wellness allowance;
  • Professional development support;
  • Department team building activities;
  • Monthly get-togethers and activities;
  • Wednesday and Friday Breakfasts;
  • Daily fresh fruit, tea, and coffee;
  • Party tickets and free beach club access;
  • Relocation package and assistance;
  • Company loyalty trip.

Videoslots is the brainchild of Alexander Stevendahl, an expert poker player and a star affiliate. Our site was born online in 2011 where a handful of entrepreneurs who had a knack for entertaining others helped build our second home into what it is today. Our unique product offering and experience we offer our customers is what enables our brand to shine. Our success is driven by an award-winning team of professionals & leading gaming partners in the market.

Kindly submit your application directly to us using the 'Apply for Vacancy' button. Immediate start is available for the right candidate.

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