Head of Customer Service
- Posted:
- Expires:
- Employment type: Full-time
- Country: Malta
Responsibilities:
• Lead, develop, and motivate Team Leaders to encourage their teams to deliver the service across all stages of the customer journey
• Build strong internal networks for collaboration and knowledge transfer within the team and other parts of the company
• Draft, implement and execute policies and procedures to facilitate quality customer service experience
• Establish KPIs and other performance metrics for the Customer Service representatives as well as for the department as a whole
• Ensure KPIs are met and drive continuous performance improvement in all areas of the Customer Service operations
• Develop and implement methods to record, assess, and analyze customer feedback
• Ensure compliance and responsible gaming procedures are adhered to by all CS staff
• Maintain in-depth working knowledge of the company’s brands, systems, and processes
• Identify and recommend technology, equipment, and policies that may improve the department’s overall service delivery
• Complete people management tasks including 1-1 meetings, quarterly appraisals, overtime & Performance Bonus reporting, and absence management
• Provide performance and KPI reports on a regular basis (weekly, monthly, quarterly, and annually) together with detailed analysis of each KPI/performance metric and any issues impacting the service delivery
• Act as the communication link between the Customer Service department and C-Management.
• Perform other related duties as assigned
Requirements:
• 4+ years of proven experience in managing the Customer Support operations of an iGaming operator
• Fluent English language skills
• Strong knowledge of relevant gaming laws
• Excellent leadership skills with the ability to motivate, lead and develop staff
• Action-orientated and innovative with the ability to translate broad goals into achievable steps
• Results-driven with excellent problem solving/ planning and organizational skills
• Highly numerate and have an analytical/detailed approach with the ability to work within deadlines / under pressure