Retail Tech Support Team Manager

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Company Description

Sports betting, gaming and interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it's your game. So let's win together.

Job Description

We're Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our players and revolutionising the gaming space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves, and for the good of entertainment.

The Retail Service Desk Team Manager role is responsible for recruiting, training, leading and developing a team of Retail Service Desk Consultants. This role is crucial to ensuring our retail colleagues requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests across their sub-team.

The Retail Service Desk Team Manager's other key purposes are to act as a point of escalation for serious tech issues in Retail which have passed their SLA and to review internal ways of working to support the Retail Service Desk Senior Manager's delivery of the best possible service to our Retail Estate.

Key Responsibilities

1. Oversee the resolution of tickets/tasks to ensure that Retail Tech uptime levels are as close to 100% as they can possibly be.
2. Recruitment and Induction of new Consultants within their team.
3. Ongoing training and support of consultants including (but not exclusively) reviewing telephone manner, written case notes and responses to live chats.
4. Responsible for leading, developing and managing the team's performance, ensuring all members meet the required level of performance.
5. Support Consultants with challenging/complex cases both in the moment/offline review as part of weekly and monthly review meetings.
6. Ensure that relationships with all third parties are maintained to the highest possible standard to encourage an effective partnership.
7. Identify ways to improve the overall service levels of the team and agree structure to ensure it is consistently applied across the department.
8. Bridge the gap between Retail Operations and Tech by becoming a trusted point of escalation for a senior management team and a provider of accurate balanced feedback to our senior IT team.
9. Take project Lead Roles to ensure that our retail colleagues' views are heard and that as a wider business we are best placed to adapt to new supported services.

Qualifications

1. Proven ability to build effective relationships with colleagues and customers and within a team.
2. Excellent verbal/written communication skills.
3. Ability to organise, prioritise and plan to ensure all deadlines are met.
4. Able to deliver high standards of Customer Service and recognise different customer needs.
5. Strong multi-tasking skills/able to meet deadlines.
6. Ability to lead meetings and drive for a positive and swift resolution on long-standing/complicated issues.

The below 6 skills are desirable:

1. Basic understanding of Problem Management.
2. Basic understanding of Major Incident Management.
3. Understanding of Incident lifecycle.
4. Proven experience working in fast-paced, technology-led environment.
5. Competent with Microsoft Office, Gmail and GSuite applications.
6. Experience working with a Self-Service ticketing system.

Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like:

• A regular bonus.
• Healthcare support.
• A stake in our success through our ShareSave scheme.
• Great development opportunities.
• Wellbeing support, and so much more.

And outside of this, you'll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.