Customer Service Deputy Manager

Company Description

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

Job Description

The Customer Service department shapes memorable experiences for customers worldwide, maintaining rigorous standards and supporting continuous business growth.

Operating at a senior level, you will monitor and manage daily departmental workloads while coaching a dedicated team. This hands-on role involves driving procedural changes, refining internal practices, and ensuring every customer interaction reflects our trusted brand values.

• Establish and maintain effective succession planning frameworks within the department
• Ensure adherence to all Responsible Gambling policies and procedures at all times
• Review existing departmental procedures and implement enhanced practices
• Drive departmental efficiency and continuous improvement while maintaining exceptional service levels
• Investigate technical issues thoroughly and liaise effectively with management teams
• Analyze customer contact handling to identify key areas for operational enhancement
• Develop quality and productivity benchmarks across the department
• Support management in championing the customer service ethos
• Act as a primary point of escalation for complex customer issues raised by Supervisors

Qualifications

• Advanced planning, organisation and time management capabilities
• Strong self-motivation with a clear drive for success
• Proven leadership in people management
• Decisive management of teams under pressure
• Rigorous analysis of operational data for informed decision-making
• Comprehensive knowledge of customer service policies and procedures

Additional Information

Deputy Manager, Customer service, Operations Manager

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.