Customer Service Manager

Job Summary:

As the CS Team Manager for MGB Australia (betM), you will be responsible for overseeing and managing all Customer Service operations for our bookmaker company. Your primary objective will be to ensure exceptional customer experiences and satisfaction through effective leadership, team management, and process optimization. You will play a critical role in enhancing customer loyalty, resolving issues, and fostering a positive work environment within the CS team. Additionally, you will be responsible for managing Team Leaders and supporting the Operations Manager with ad hoc tasks. This is an exciting opportunity for a dynamic and customer-centric professional to make a significant impact in the online gambling industry with MGB Australia (betM).

Responsibilities:

1. Leadership and Team Management:

• Lead and inspire a team of Customer Service representatives, including Team Leaders, fostering a high-performance culture and ensuring a positive work environment.
• Manage and support Team Leaders in their day-to-day responsibilities, providing guidance, coaching, and feedback.
• Develop and implement training programs to enhance the skills and knowledge of CS team members and Team Leaders.
• Set performance goals, conduct performance evaluations, and address any performance issues or conflicts.

2. Customer Service Operations:

•  Oversee all Customer Service operations, ensuring the timely resolution of customer inquiries, complaints, and issues.
•  Monitor customer interactions and guide CS team members and Team Leaders on handling complex or escalated cases.
•   Develop and implement efficient and effective processes, workflows, and standard operating procedures to optimize Customer Service operations.
•   Regularly analyze Customer Service metrics and KPIs to identify areas for improvement and implement strategies to enhance customer satisfaction.

3. Customer Experience Enhancement:

• Work closely with other departments to improve the customer experience and resolve any systemic issues impacting customer satisfaction.
• Identify trends and patterns in customer feedback and proactively implement solutions to address them.
• Collaborate with product development and marketing teams to relay customer feedback and suggestions, contributing to product/service improvements.
  • Assist the Operations Manager with ad hoc tasks, such as data analysis, process improvement initiatives, and special projects.

4. Support to Operations Manager:

• Coordinate with cross-functional teams to ensure smooth operations and effective collaboration.

5. Communication and Reporting:

• Act as a point of contact for escalated customer issues and provide timely and appropriate resolutions.
• Prepare and present regular reports on Customer Service metrics, team performance, and customer feedback to senior management.
• Communicate effectively with internal stakeholders, providing updates on Customer Service operations, challenges, and improvements.

6. Industry Knowledge:

• Stay updated with industry trends, regulations, and best practices related to online gambling and Customer Service.
• Share relevant insights and recommendations with the team to ensure compliance and continuous improvement.
• Support the monitoring of Anti-Money Laundering/Counter-Terrorist Financing and Responsible Gambling activities, ensuring compliance with regulatory requirements and collaborating with the Operations Manager on process enhancements.
• Assist in the implementation and audit processes of the Information Security Management System (ISMS), working closely with the Operations Manager to enhance data security and ensure adherence to information security standards.
  • Bachelor's degree in a relevant field (Business Administration, Hospitality, or a related discipline) or equivalent experience.

Qualifications:

• Proven experience in a leadership or managerial role within a Customer Service environment, preferably in the online gambling or gaming industry.
• Strong understanding of Customer Service principles, practices, and standards.
• Excellent interpersonal, communication, and leadership skills.
• Ability to manage and support Team Leaders effectively.
• Ability to handle and resolve complex customer issues effectively.
• Strong analytical and problem-solving abilities.
• Proficiency in using Customer Service software, CRM systems, and reporting tools.
• Flexibility to work in a fast-paced and dynamic environment, including weekends and holidays if necessary.