iGaming Jobs in Europe

With Finlandia Casino as the exclusive platinum sponsor for the year 2021.

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

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