Customer Service Deputy Manager (Gaming)

Job vacancy: Customer Service Deputy Manager (Gaming)

As a Deputy Manager in our Gaming Customer Services Department, you will play a vital role in driving excellent service for customers who contact us in relation to our Casino, Games, Poker and Bingo products.

Our suite of gaming products have come a long way since their initial launch in 2004 and as we continue to drive our product offering forward, our focus remains on our customers. To support this continued growth, we are seeking a Deputy Manager to join our Gaming Customer Services Department.

Reporting to and working alongside the Gaming Customer Service Manager, you will be customer focused, collaborative, with a passion for inspiring your team towards providing outstanding customer service. In this landscape of ever evolving products, you will ensure the department are prepared for change by monitoring, managing and optimising departmental processes. You will also take responsibility of developing the people in the team towards departmental objectives.

This is an excellent opportunity for someone with an interest in Gaming, who through previous experience possesses a sound knowledge of customer service practices, people management and development.

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

The position is offered on a full time basis, working any 5 from 7 days.

Preferred Skills, Qualifications and Experience:

• Highly self-motivated with a strong desire to succeed.
• Excellent planning, organisation and time management skills.
• Ability to deliver high standards within agreed deadlines.
• Proven leader with experience in people management and development.
• Excellent verbal and written communication skills.
• Ability to manage a growing team in a fast-paced environment and make sound decisions under pressure.
• Ability to analyse information from all available resources in order to make well informed decisions.

Main Responsibilities:

• Supporting the Management team in promoting the customer service ethos to the department.
• Acting as a point of escalation for customer issues raised by Supervisors within the department.
• Developing quality and productivity benchmarks across the Gaming Customer Service department.
• Completing development activities with your team of Supervisors supporting the growth of the team and department.
• Understanding the responsibilities regarding all Responsible Gambling policies and procedures, ensuring these are followed at all times.
• Working with other Managers within the bet365 operation to improve internal processes and procedures.
• Reviewing existing policies and procedures within the department and implementing new procedures.
• Proposing, developing and implementing new ideas to drive the department forward and improve efficiency whilst maintaining an exceptional level of customer service.
• Investigating potential technical issues and liaising with the Management team.
• Reviewing and analysing how customer contacts are handled to identify areas for improvement.

*By applying to us you are agreeing to share your Personal Data in accordance with our Recruitment Privacy Policy which can be found at bet365 website. 

bet365:
bet365, one of the world's leading online gambling companies, is a driving force in the development of enterprise and Internet technology. Established by Denise Coates CBE in 2001, we have rapidly grown into a global operation employing over 4,300 people and deliver an unrivalled online experience to more than 45 million customers and 20 languages. Initially, we began by offering online Sports betting but with forwarding thinking leadership we chose to focus our attention on In-Play betting. The gamble paid off and enabled us to forge our market-leading position. In-Play has been fundamental to our success and remains the cornerstone of a business which, in 2017/18, saw £52.6 billion taken in Sports wagers with up to 2 million markets on-site at any one time. Our game-changing In-Play betting product and comprehensive sports Live Streaming service covering 140,000 events a year are complemented by our offerings in Casino, Poker, Games, Vegas and Bingo. Innovation continues to be our lifeblood and we pride ourselves on the standards of customer service we deliver. Driven by a shared vision to be the best in our industry, a technology team in excess of 1,000 people work in-house to provide the technological advances that enable us to maintain our leadership position. Giving our teams the freedom to innovate is essential to our success. Our award-winning business has worked hard to cultivate a culture of creativity where good ideas and a techno entrepreneurial attitude are encouraged and rewarded. Today we continue to push technological boundaries and break new ground in software innovation.