The roleWe are looking for an enthusiastic Customer Service supervisor to manage workflow, addressing escalations, and providing guidance to the team to sustain performance and customer satisfactionAs a listed and regulated company, Kindred Group pays great attention to player safety and sustainability. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% of revenue is derived from harmful gambling.What you will doEnsure that the Customer Services Shift operates effectively in line with business objectives.Ensure all processes and procedures are followed and implemented by all CS staff.Providing supervision and coaching to all staff on shift.Work with the shift on meeting KPIs.Identification of training and development deficits.Instilling a culture of excellence in service delivery.Monitor and address conduct/attitude of all staff on shift, reporting any concerns to ManagementLiaising with Accounts, Marketing and Bookmakers and VIP team to ensure a premium customer experienceCoordinating issues through Jira and Kambi Service Desk and ensure effective interdepartmental and inter-shift communication.Collaborate with the VIP team to ensure the timely completion and accuracy of VIP folders and reviews, while also assisting with related tasks such as updating client records, coordinating VIP communications, and supporting account management activitiesPerform related duties as assigned, within your scope of practice.Your ExperienceStrong understanding of customer service principles and best practices, including de-escalation techniques and customer engagement strategiesExperience in process improvement and implementing strategies to enhance efficiency and service quality.Excellent communication and interpersonal skills, with the ability to liaise effectively with internal and external stakeholders.Ability to handle escalations and complex customer queries, ensuring timely resolution and a positive customer experience.Strong organizational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment.Knowledge of compliance and regulatory requirements related to customer service and VIP client management.Demonstrated ability to work under pressure, adapt to change, and make sound decisions in high-pressure situations.Commitment to fostering a positive team culture, promoting collaboration, and driving continuous improvement.Flexibility to work varied shifts as needed, including weekends and public holidays.
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