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Contact Centre Manager
Job Posted: 20 hours ago
Salary: £ 50,000 - 60,000 / Annum
Job Type: Permanent
Location: Watford, Hertfordshire
Expire in: a month
Job Description
Contact Centre Team Manager
Our client is part of a global entertainment group and a leading operator with a strong presence across Europe and UK.
With a proven track record in developing cutting-edge technologies, implementing robust protection frameworks, and improving experiences, our client is embarking on a large-scale transformation.
Our client is seeking an experienced Team Manager to lead a team of 10 within the Customer and Retail Care department. This role will support the delivery of a responsible play interventions programme and help shape a best-in-class approach to player care.
Lead and motivate the team, fostering a high-performance culture of continuous improvement.
Collaborate with colleagues in Customer and Retail Care to ensure excellent service across all contact channels.
Manage sensitive and complex player interactions and escalations, balancing player wellbeing with business needs
Analyse behavioural patterns to identify vulnerable players and support them appropriately
Build effective relationships with stakeholders across the wider organisation
Use data and insights to inform responsible play strategies and interventions
Ensure compliance with departmental KPIs and GAMCOM requirements
Act as a role model and ambassador for responsible play within the business
Candidate Profile
Demonstrated experience managing and developing high-performing teams
Strong customer service and interpersonal skills
Background in a regulated environment such as gaming, banking, or finance or official services.
Experience supporting vulnerable customers in sensitive situations
Analytical mindset with the ability to draw meaningful insights from data
Strong communication and stakeholder management skills
High level of confidentiality and discretionPackage: £50 / £60k based on experience, located in Watford, health care, pension, parking, hybrid working, 26 days holiday + bank holiday etc
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