What are the responsibilities and job description for the Customer Service Deputy Manager position at bet365?
Overview
Operations
Full Time
Closes 22/12/23
New Jersey
Full Time
Closes 22/12/23
Who we are looking for
An experienced Customer Service Deputy Manager who will be responsible for driving excellent service and operations standards for our customers.
Working alongside the Customer Service management team, this is an excellent opportunity for someone with an interest in Sports Betting, who, through previous experience, possesses a sound knowledge of customer service best practice, business process development and people development.
Working on-site from our Marlton, New Jersey office, you will drive, manage and influence our commitment to providing excellent service to our US customer base. In addition, you will be a forward-thinker with a desire to optimize and create new policies and procedures relating to customer service.
The position is offered on a full time basis, working flexibly across any five days from seven.
Relevant training will be provided to build your knowledge and to provide you with the necessary tools to succeed in this role.
Preferred skills and experience
Excellent planning, organization and time management skills.
High self-motivation with a strong desire to succeed.
Ability to deliver high standards within agreed deadlines.
Proven leader with experience in coaching and people management.
Excellent verbal and written communication skills.
Ability to manage a team and make sound decisions under pressure.
Ability to analyze information from all available resources in order to make well informed decisions.
Operational management experience within a contact center environment would be advantageous.
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Main Responsibilities
Managing team performance and proactively providing coaching, feedback and support to the customer service team.
Creating the necessary framework to establish and maintain effective succession planning within the department.
Working with other managers within our operation worldwide to improve internal processes and procedures.
Reviewing existing policies and procedures within the department and implementing new procedures.
Proposing, developing and implementing new ideas to drive the department forward and improve efficiency while maintaining an exceptional level of customer service.
Reviewing and analyzing how customer contacts are handled to identify areas for improvement.
Fully investigating potential technical issues and liaising with the management team.
Developing quality and productivity benchmarks across the New Jersey Customer Service department.
Supporting the management team in promoting the customer service ethos to the department.
Acting as a point of escalation for customer issues raised by Supervisors within the department.
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