Team Leader

About The Role Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, party poker, bwin and Coral.  To provide a friendly and efficient service to every customer, ensuring all procedures and policies are followed and every effort is made to resolve their query at the first point of contact. To ensure that relationships with all third parties are maintained to the highest possible standard to encourage an effective partnership. Position Summary: Leads the frontline team and contributes to operations by delivering outstanding customer satisfaction, ensuring the efficient operation and quality compliance of the team, providing excellent leadership and team development, and ensuring that the team members are fully engaged to respond to all customer requirements in line with contractual and service level requirements. Complements the overall direction of the program by assisting the manager in day-to-day operations management. Ensures high team engagement by providing mentoring and guidance to direct reports, ensuring coaching and career discussions happen as expected.  Functional Responsibilities: Ensures customers are able to make contact when required and to be able to do so efficiently. Monitors and manages queue lengths and call wait times, keeping to a minimum. Ensures that all job responsibilities of all reporting staff are being carried out. Escalates as appropriate when services are affected. Maintains all Service Level targets and ensures these are met on a daily, weekly and monthly basis. Monitors and identifies service level challenges. Oversees the management of all incidents, queries or service requests through to successful resolution and closure. Assures the provision of incident management and support to customers and resolver groups in accordance with the standard procedures and customer obligations. Ensures functional communication with customers and all service delivery teams. Acts as a point of escalation for complaints, enquires or issues, in accordance with the complaints/escalation handling process. Participates in client reviews and other required meetings as appropriate. Ensures that business stakeholders are informed as and if required of major outages, utilizing the emergency message function of the Retail Service Desk. Proactively identifies areas within scope that require improvement and delivers an improved procedure/process or tool. Provides leadership to team members (technical, supervision, mentoring, goals setting, coaching, feedback, time management advice) to ensure they are able to deliver consistent and effective support to the customer. Ensures that team members attend appropriate training. Continually drives change and improvement within the team. Fosters a culture of improvement, including clear avenues for input of suggestions. Ensures worthwhile ideas are thoroughly considered for feasibility and implemented where warranted. Leads by example by always providing outstanding customer service throughout all communications with the customer, with strong teamwork and inter-team collaboration. Participates in hiring activities and conducts candidate interviews when needed. Conducts regular team meetings where customer-related issues are communicated along with current service performance and goals. Specialists Skills and Experience Required: Good understanding of applying the ITIL framework Experience of coaching and/or mentoring staff Excellent verbal and written communication skills An active / empathic listener Excellent organizational skills with the ability to multi-task Ability to manage own time effectively and to be prompt and punctual Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy. High level of professionalism and ability to maintain confidentiality. Able to deliver high standards of Customer Service and recognise different customer needs Ability to work under pressure and to tight deadlines. Proven ability to build effective relationships with colleagues and customers and within a team Flexibility to work in different shifts along with rotational week offs (including night shifts) with minimal notice. Additional Information Not Specified