Customer Support Manager

LeoVegas UK; Newcastle upon Tyne; Hybrid; GBP 30,000 - 60,000

Job description

ABOUT THE ROLE

As the Customer Support Manager, you will be a dynamic leader responsible for leading and managing our customer support team to deliver outstanding service and support to our valued customers. Your primary focus will be driving a customer-centric culture, ensuring exceptional customer experiences, and building a high-performing support team. You will be vital in fostering a customer-first mindset and driving continuous improvement initiatives to elevate customer satisfaction and loyalty. You will be reporting directly to the Head of Customer Support.

YOU WILL BE RESPONSIBLE FOR:

1. Lead, inspire, and mentor the customer support team, fostering a culture of collaboration, innovation, and customer-centricity.
2. Conduct regular performance evaluations and provide constructive feedback to team members to nurture their growth and development.
3. Identify skill gaps and implement development programs to enhance the team's expertise in handling customer inquiries and resolving issues effectively.
4. Act as an escalation point for complex or high-priority customer issues, ensuring timely resolution and customer satisfaction.
5. Collaborate with the team to establish best practices for handling various customer scenarios, empowering them to address challenges effectively.
6. Continuously review and optimise customer support processes to enhance efficiency and reduce response times.
7. Define and track key performance indicators (KPIs) related to customer support, providing regular reports to senior management.
8. Analyse data and trends to identify areas for improvement and implement data-driven strategies to enhance team performance.
9. Gather, analyse, and act on customer feedback to identify areas for improvement and make data-backed decisions to enhance the customer journey.
10. Use customer insights to provide feedback to product development teams, contributing to the enhancement of products and services.
11. Collaborate closely with cross-functional teams, including Commercial, Product, and Legal, to align customer support strategies with broader company initiatives.

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:

ESSENTIAL SKILLS

1. 3+ years of experience in a leadership role within a customer support department.
2. Proven track record of leading and mentoring teams to achieve success.
3. Strong understanding of customer service best practices and principles.
4. Excellent communication, interpersonal, and presentation skills.
5. Ability to build strong relationships with internal and external stakeholders.
6. Proficiency in data analysis and reporting.
7. Familiarity with CRM systems and customer support tools.
8. Experience with project management and process improvement initiatives.

WHO WE ARE

At the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 1800 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 16 offices worldwide.

BENEFITS

1. Hybrid work policy.
2. 4 weeks of Workation (T&C apply).
3. 28 days paid leave + public/bank holidays in England.
4. Matched pension contributions up to 6%.
5. BUPA healthcare which covers pre-existing conditions plus a cash-back plan to support with dental, optical & other treatments.
6. 250 GBP wellness contribution annually (T&C apply).
7. Free onsite parking and complimentary snacks and drinks. We also serve breakfast on Mondays and lunch on Fridays.
8. Team and office social events throughout the year, which also include a quarterly team budget.
9. Enhanced parental leave.

JOIN US!

In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!

Would you be a good fit for the Leo Pride - give us a roar!

As our company working language is English, we’d like to see your CV in English, please.