Head of Customer Service | Gibraltar | Onsite
Purpose of the role:
The Head of Customer Service will be responsible for managing all aspects of customer service across the BVGroup.
As the Head of Customer Service, you will take responsibility for delivering customer service across all brands and regions within the BVGroup and across all communications channels including the tools that are used to manage these communications.
The Head of Customer Service is also responsible for the Customer Service team structure and development as well as conceiving, designing and delivering new initiatives and solutions in both technical and operational areas.
You will need to have a quality driven approach to delivering excellent customer service through a customer centric approach throughout all customer touchpoints.
In addition, you will need to be a dynamic energetic character with strong team building skills.
Key Responsibilities / Duties:
- To deliver a clear customer service strategy throughout all customer service teams in the group and have clearly defined service level agreements across both quality and quantity deliverables.
- Manage the customer service tools to improve efficiency and enable customer enquiries to be resolved as quickly as possible, constantly benchmark any new tools available on the market and any new trends in customer preferences for contact channels.
- To ensure the entire customer service team is socially responsible and have a pro active approach to Safer Gambling through service.
- To develop on going reporting to ensure that any areas of weakness are addressed in a timely manner and improvements are put in place to resolve issues.
- Collaborate with all business heads to ensure that customer needs are met to a high standard, including but not limited to CRM, Sports and Casino product and Payments and Security
- Analyse internal and external customer feedback and utilise surveys to identify trends and areas for improvement and use these insights to implement changes to enhance the customer experience.
- To ensure that the departmental costs are properly managed and budgeted for in collaboration with the Procurement, Finance and HR departments
- Take responsibility for all escalated customer complaints to ensure that only fully investigated issues reach stage 4 of the complaints process.
- Produce weekly, monthly and yearly reports to illustrate customer service team performance against SLA’s as well as complaints reporting highlighting where improvements are needed and identifying trends that need remedial action.
- Support delivery of projects that are needed for the customer service function in BV Group
Key working Relationships:
- Product teams – sports & casino
- Compliance
- Safer Gambling
- Payments & Security
- Promotions
Person Specification, Skills, Experience & Qualifications:
- Proven successful experience within a similar role for at least 3 years, ideally within the Gaming industry
- Able to demonstrate experience of managing teams more than 25 FTE
- A passion for delivering excellent customer service and proven experience of dealing with high level customer complaints
- Experienced in managing relationships with all levels within BetVictor including raising issues and setting up meetings and feedback sessions to resolve these issues.
- Strong leadership qualities with excellent communication skills and interpersonal skills
- Energetic, enthusiastic individual with a customer centric attitude
- Strong and proven reporting ability and dexterity at all levels
- An ability to manage multiple priorities and delegate as required
- A Passion for Customer service and the drive and ability to inspire and manage a successful team.
How we hire:
Our interviews are a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious.
Relocation:
If you are joining us here in Gibraltar from abroad, our Talent Acquisition Team will take care of everything you need from booking and arranging your flights, taking care of accommodation whilst you settle in here and even helping to arrange a permanent place to live.
In the event that we receive sufficient applications for the role this vacancy may be subject to early closure. Therefore, if you are interested, please submit your application as early as possible.
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