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 environment
• Ability to communicate effectively across the operation and respond to questions from all stakeholder levels
• Confident in managing a team and making sound decisions under pressure and within set timeframes
• Excellent organisational and leadership skills
• Proven experience in coaching and people management
• Knowledge of writing business processes and implementing change
• Ability to analyse problems, collate data, establish facts, draw valid conclusions and seek resolution
• Energy, self-starting and drive
• Ability to take ownership of projects from conception through to completion
• Fluency in English with excellent verbal and written communication skills

• Collaborate with stakeholders to develop the operational and customer service roadmap
• Deliver a customer-focused and commercially aware approach to performance optimisation
• Investigate potential technical issues and liaise with the Senior Management team
• Review and analyse how customer contacts are handled to identify areas for improvement
• Create the necessary framework to establish and maintain effective succession planning within the department
• Plan for the budget, performance and results of the department
• Manage team performance and proactively provide coaching, feedback and support to the Customer Service team
• Support the Senior Management team in promoting the customer service ethos throughout the department
• Act as a point of escalation for customer issues raised by Customer Services Deputy Managers within the department
• Support the broader operational functions within the Company

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.