Customer Service Manager
At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide. The Customer Service department in Colombia is responsible for delivering exceptional support to our global customer base. This team manages complex operational workflows, ensuring every interaction reflects our commitment to quality and service.As a Customer Service Manager, you will report to the Deputy Head of Operations and play a pivotal role in shaping our service standards. You will challenge the status quo, identifying opportunities to refine policies and procedures while fostering a culture of continuous improvement. Your leadership will be instrumental in driving performance and developing our people.Working flexibly across any five days from seven. Operational management experience within a multi-channel contact centre environmentAbility to communicate effectively across the operation and respond to questions from all stakeholder levelsConfident in managing a team and making sound decisions under pressure and within set timeframesExcellent organisational and leadership skillsProven experience in coaching and people managementKnowledge of writing business processes and implementing changeAbility to analyse problems, collate data, establish facts, draw valid conclusions and seek resolutionEnergy, self-starting and driveAbility to take ownership of projects from conception through to completionFluency in English with excellent verbal and written communication skills Collaborate with stakeholders to develop the operational and customer service roadmapDeliver a customer-focused and commercially aware approach to performance optimisationInvestigate potential technical issues and liaise with the Senior Management teamReview and analyse how customer contacts are handled to identify areas for improvementCreate the necessary framework to establish and maintain effective succession planning within the departmentPlan for the budget, performance and results of the departmentManage team performance and proactively provide coaching, feedback and support to the Cust...