Head of Customer Operations - UK - Sportsbook

  • Location: UK
  • Salary: Very Competitive Plus Benefits
  • Type: Permanent
  • Job reference: 25901

Have you previously set up and led International Customer Services teams? Have you got experience of Responsible Gambling?

If you answered YES to these questions, then this could be the next step for you in your career.

About the opportunity:

A competitive salary, Bonus with additional benefits is currently on offer.

My client has recently launched their Sportsbook and are now looking to set up their international customer services operations.

There will be extensive travel around Europe involved.

You will be responsible for implementing a regionalized, strategic member/customer operations approach with particular focus on customer satisfaction, responsible gaming, continuous improvement, cost effectiveness, and player centricity. In addition, this position is responsible for overseeing the execution of day-to-day delivery of services.

On the Customer Operations side you and your team will be responsible for operating, scaling, and constantly improving the Customer Support channels across the UK as well as establishing an international, multi-language, multi label, multi-currency, multi-jurisdiction customer operations teams covering various functions like customer service, responsible gaming, outbound teams in various locations.

Accountabilities:

  • Strategy formulation, communication, and execution.
  • Operational leadership as well as set up of an international, multi-language, multi label, multi-currency, multi-jurisdiction customer operations teams covering various functions like customer service, responsible gaming, outbound teams.
  • Effectively leading all operation and managing high performance and continuous improvement through people. Leading service reviews to core peer groups for the services offered by the operational teams so continuous improvement can be guaranteed
  • Delivering operational KPIs – planning, establishing and maintaining practices, processes and systems; evaluating regularly to optimize these.

Experience:

  • Customer Operations - You will have led a large scale team in an international set up to serve customer operations (customer service, responsible gaming, kyc, outbound teams) for various jurisdictions, languages, brands and can demonstrate delivering a world-class service. You will have experience in operating and scaling customer support in innovative ways.
  • Customer Service – You know what a customer centric and successful customer service is built of and can bring the best out to make the customers happy. You are used to drive NPS, CSAT and core metrics to direct your teams while tone of voice and customer treatment are in the focus to lead large scale teams.
  • Responsible gaming – You know what it needs to be in a leading position for responsible gaming in the gambling sector as well as how to set a strategy and ensure its execution

Interested? Next steps…

There’s a lot to this role, so we’ll need to discuss further to see if it’s a good match. Apply now, and if suitable I’ll be in touch to arrange a call.

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