Customer Service Deputy Manager

Company Description

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.

Job Description

As a leader, you will focus on delivering exceptional customer service and upholding our reputation for excellence through your team. Reporting to the Customer Service Manager, you will inspire and uplift your team through coaching while fostering a collaborative environment. Your adaptability and proactive mindset will be essential in implementing innovative strategies to improve efficiency and address technical challenges.

This is a unique opportunity to be part of our exciting growth and play a key role in shaping the future of customer service within the customer service team as we expand across the US.

The role involves flexible working hours including weekends, evenings and public holidays to cover the busy sporting calendar.

The salary range for this role is $80,000 - $90,000 annually.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Qualifications

• Excellent planning, organization and time management skills.
• High self-motivation with a strong drive to achieve success.
• Ability to deliver high standards within agreed deadlines.
• People focused with the ability to inspire, motivate and influence improvement.
• Proven leader with experience in coaching and people management.
• Collaborates effectively within a team and plays a key role as a valuable team member.
• Exhibits resilience and a positive, can-do attitude when faced with change.
• Skilled at managing multiple diverse and complex projects in a fast-paced environment.
• Maintain compliance with individual licensing requirements according to regulations.

Additional Information

• Driving the department in providing an excellent level of customer service and promoting the customer service ethos.
• Overseeing team performance while actively offering coaching, feedback, and support to the customer service team.
• Developing a framework to establish and sustain effective succession planning within the department.
• Maintaining an exceptional level of knowledge of the department’s policies and procedures.
• Proposing, developing and implementing new ideas to drive the department forward and improve efficiency while maintaining an exceptional level of customer service.
• Investigating potential technical issues and liaising with the management team.
• Acting as a point of escalation for customer issues raised by Supervisors within the department.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.