Sportsbook Service Team Leader

Hybrid Working: 2 days in the office per week
Working Hours: 37.5 hours a week with days that will be rotating and are dictated by the events calendar

The Role

We have an exciting new opportunity to join our Sportsbook ventures. Reporting into the Sportsbook Service Manager, you will be responsible for the overall quality of our product offering, ensuring that accurate and timely betting content is presented to our customers in a consistent manner and in line with our overarching customer experience strategy.

At LiveScore Group, we’re the proud home of three of the most exciting brands in the sports and gaming world: LiveScore, LiveScore Bet and Virgin Bet. A fully owned and operated ecosystem that converges the two worlds of sports media and sports betting. We’re proud of the high ratings for our commitment to excellence and fuelling fan’s passion for sport driving us to the top.

We don’t just lead; we innovate. Our cutting-edge products and immersive experiences set the standard, but it’s our people who truly make the difference. Every day, our team embody our values: adaptability, teamwork, a fan-driven approach, and an ever-curious mindset that fuels our ambition.

As we scale and continue to create a culture that allows all employees to thrive, we know we need the most talented people with diverse backgrounds, perspectives and skills. If you’re good at what you do, come and join us. The more inclusive we are, the more amazing experiences we can create for our users.

We know that job descriptions can sometimes seem daunting, and you might not feel you tick every box. But, if you’re passionate about the role and have relevant experience, we want to hear from you!

Key Responsibilities

• Supervise the Sportsbook and Media Operations team during allocated shifts and coordinate daily workflow. 
• Ensure all Media backend tasks are completed in line with business goals embracing automation 
• Crisis Management across Sportsbook and Media 
• Monitor all sportsbook platforms to ensure accurate and timely presentation of betting content in line with the sporting calendar. 
• Manage escalated queries in accordance with SLAs, minimising customer impact and business risk. 
• Record and analyse detailed logs of errors and issues, measuring impact and identifying process improvements. 
• Ensure daily tasks are completed to a high standard and shift reports are shared with key stakeholders. 
• Collaborate with Insights and AI teams to streamline processes and reduce manual tasks. 
• Support the Product team with testing and reporting for app releases and upcoming projects. 
• Conduct regular 1:1s, set performance objectives, and manage team performance in line with internal processes. 
• Continuously assess team skillsets to identify knowledge gaps and training needs. 

Skills, Knowledge and Experience

• Be comfortable working in an exciting fast paced and high stakes environment.
• Excellent knowledge of sports and betting products.
• Always putting the customer at the forefront of all decisions.
• Proven experience in a Sportsbook operational environment and supervising a small team of people on a shift basis.
• Strong analytical and problem-solving skills.
• The ability to delegate effectively.
• High attention to detail.
• Have excellent interpersonal and communication skills and be able to adapt your style as required.
• Willingness to learn and a desire to self-develop.
• Proactive in quickly identifying issues and potential solutions.
• Able to take direction and learn from others.
• Highly collaborative, works well as part of a team and understands the team and business priorities.
• Demonstrable ability to work to tight deadlines.

What can we offer? 

• Company Performance bonus
• Hybrid working for all staff with flexible working opportunities
• Private Healthcare scheme + Employee Enhanced Assistance
• Enhanced Family Leave - Maternity, Shared Parental & Adoption Leave: up to 6 months at full pay and 6 months at half pay. Paternity leave: up to 4 weeks at full pay
• Subsidised gym membership
• Life Assurance (x3 salary)
• Contributory Pension Plan
• Daily snacks, quality coffee, soft drinks and regular socials