Customer Operations Manager

• Hold operational accountability for Customer Service performance across Retail, Digital, and Social channels, ensuring delivery of service levels, quality standards, and positive customer outcomes
• Drive performance against key KPIs including SLA, AHT, CSAT, QA, abandonment, and adherence, ensuring Team Leaders are clear on expectations and accountable for results
• Support cost-to-serve optimisation by identifying productivity opportunities, improving resource utilisation, and embedding efficient ways of working while maintaining service quality
• Provide leadership and direction to Team Leaders, building capability, strengthening accountability, and driving consistent management standards across teams
• Maintain oversight of demand, capacity, and performance trends, working closely with Resource Planning to anticipate risks and protect service stability
• Ensure strong governance and regulatory adherence across operations, maintaining compliance with UKGC, AML, safer gambling, and internal control frameworks
• Act as a senior escalation point for complex customer, conduct, and operational matters, ensuring balanced and commercially sound decision-making
• Oversee QA frameworks, calibration standards, and performance management approaches to ensure fairness, accuracy, and risk mitigation
• Identify operational and people-related risks, implementing clear mitigation plans and escalating where appropriate
• Contribute to the development of longer-term service improvements, supporting enhancements to systems, processes, and service models in line with business growth
• Support succession planning within your function, identifying high-potential individuals and building leadership capability to strengthen bench strength across the department
• Work cross-functionally with CX, Digital, QA, Training, Fraud, Compliance, and Resource Planning to ensure alignment between customer demand, operational capability, and business priorities
• Provide operational insight in leadership forums, using data to inform performance discussions and improvement plans

• Proven experience leading operational customer service teams within a fast-paced, high-volume environment
• Strong track record of delivering against service KPIs (SLA, AHT, CSAT, QA, adherence) and driving measurable performance improvements
• Experience developing and coaching Team Leaders, building leadership capability, and supporting succession planning within an operational function
• A solid understanding of operational efficiency and cost awareness, with the ability to identify productivity opportunities while maintaining service quality and compliance standards
• Confidence managing complex customer escalations, conduct matters, and operational risk with sound judgement and balanced decision-making
• Experience working within a regulated or governance-led environment, with an understanding of compliance controls, risk mitigation, and quality assurance frameworks
• Experience within the betting/gaming industry or a similar regulated sector is advantageous
• Strong analytical capability, able to interpret performance data and translate insight into clear, practical action plans
• Effective stakeholder management skills, with the ability to collaborate cross-functionally and influence outcomes across Digital, Retail, Compliance, Fraud, and Resource Planning
• A resilient and accountable leadership style, able to operate calmly in high-pressure situations while maintaining clear direction and standards
• A commitment to high performance and customer excellence, with the ability to balance commercial objectives, regulatory responsibilities, and team engagement

Experience within the betting/gaming industry or a similar regulated sector