Customer Contact Manager

As a Customer Contact Manager, you will be responsible for driving our multilingual customer service department in delivering excellent service and operational standards for customers who contact us in relation to their bet365 accounts.

Reporting to and working alongside Senior Customer Contact Managers, this is an excellent opportunity for someone with an interest in Sports Betting and Gaming, who through previous experience, possesses a sound knowledge of the sector’s customers, customer service best practices, business process development and people development.

Working on-site from our Malta office, you will drive, manage and influence our commitment to providing excellent service to our global customer base. In addition, you will be a forward-thinker with a track record of questioning operational status-quo with the view to optimise and create new policies and procedures relating to customer service.

The position is offered on a full-time basis, working on a shift basis, across any five days from seven.

Relevant training will be provided to build your knowledge and to provide you with the necessary tools to succeed in this role.

Preferred Skills, Qualifications and Experience:

• Demonstrated success in leading and optimising performance metrics within multi-channel contact centers.
• Ability to communicate effectively across the operation and respond to questions from all business levels, colleagues and customers.
• Confident managing a team and able to make sound decisions under pressure and within set timeframes.
• Proven leader with experience in coaching and people management.
• Knowledge of writing business processes and implementing change.
• Ability to analyse problems, collate data, establish facts and draw valid conclusions and seek resolution.
• Characterised by energy, self-starting and drive.
• Ability to see a project from conception through to completion.
• Fluency in English with an additional language would be an advantage.

Main Responsibilities:

• Collaborating with stakeholders in developing the operational and customer service roadmap.
• Delivering a customer-focused yet commercially aware approach to performance optimisation.
• Fully investigating potential technical issues and liaising with the Senior Management team.
• Reviewing and analysing how customer contacts are handled to identify areas for improvement.
• Creating the necessary framework to establish and maintain effective succession planning within the department.
• Planning for the budget, performance and results of your area.
• .Managing team performance and proactively providing coaching, feedback and support to the customer service team.
• Supporting the Senior Management team in promoting the customer service ethos throughout the department.
• Acting as a point of escalation for customer issues raised by Deputy Managers and Supervisors within the department.
• Supporting the broader Operational functions associated with our contact centre.

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