Customer Services Team Leader

• Provide day-to-day operational leadership for your team, ensuring service levels, quality standards, and customer outcomes are consistently achieved
• Monitor demand, workload, and capacity, making informed real-time decisions to maintain service continuity and customer experience
• Lead by example by providing hands-on support to customer interactions when service demand requires it, helping to maintain service levels and quality
• Manage team performance, quality, time, attendance, and conduct in line with company standards and expectations
• Set clear objectives and expectations through regular 1:1s, coaching sessions, performance reviews, and team meetings
• Identify and address underperformance promptly and constructively, supporting improvement while maintaining fairness and consistency
• Support the onboarding and development of new starters, ensuring consistent standards, knowledge, and behaviours from day one
• Act as an escalation point for complex customer issues, complaints, and risk-based decisions, ensuring fair and compliant outcomes
• Ensure consistent application of policies, procedures, and quality frameworks across all customer interactions
• Complete quality reviews and support calibration activities to maintain alignment and consistency
• Maintain accurate documentation, audit trails, and reporting to support compliance and governance requirements
• Identify trends, risks, and opportunities for improvement using performance data, quality insight, and customer feedback
• Support the implementation of new tools, processes, and operational changes, embedding them effectively within the team
• Work collaboratively with internal stakeholders across Customer Service, Compliance, QA, Training, and wider Operations

• Proven experience leading or supervising a customer service or operational team in a fast-paced environment
• Strong understanding of customer service delivery, quality frameworks, and performance management
• Excellent communication skills, with the ability to handle sensitive or complex issues professionally and empathetically
• Experience coaching individuals, managing performance, and developing team capability
• Strong organisational and prioritisation skills, with the ability to make sound decisions under pressure
• An analytical mindset, with experience using data and insight to drive continuous improvement
• Confidence working across multiple systems and operational tools
• A strong sense of ownership and accountability for team performance and customer outcomes
• The ability to work collaboratively across teams while maintaining clear leadership and accountability
• Experience within the betting/gaming industry or a similar regulated sector is advantageous, with a willingness to develop knowledge of regulatory and compliance requirements

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