A well-established company, known as the iGaming's industry rising star is currently looking for a Customer Support Team Leader (German Speaking) to join their team!

Main purpose of job:
  • To lead, coach and motivate a team of Customer Support Advisers (CSA's) within the Support environment.
  • To ensure that all performance targets are achieved and that individuals are developed so that they continually improve and fulfil their potential, whilst working to the agreed headcount.
  • To communicate effectively with the team, peer group, line management, external customers and business contacts. Working as an effective member of the local management team.
  • Ensure at all times that the team provides effective and efficient customer service, and delivers positive customer experience.
  • To ensure adherence within the team to agreed Contact Centre procedures in order to ensure consistency of process and procedures, the Group's guidelines and optimisation of operational efficiency.
Key Tasks:
  • Discretion and confidentiality are observed at all times.
  • Completing the overall monitoring process, ensuring consistency in your application, accurate in your recording and timely in your feedback.
  • Carry out work-related specific projects that may be generated as a result of the enquiry monitoring process.
  • Identify operational standards from which measurement of quality improvement will be driven.
  • Provide feedback to the Customer Operations Leadership Team in order that everyone will receive Enquiry Quality results to discuss with their CSA’s during regular coaching sessions & 121’s
  • Highlight to the Customer Operations Leadership Team any issues identified via monitoring process that may require immediate action to resolve or activity potentially damaging to the organisation.
  • Identify those processes/methods of operation which can be improved, including liaising with the Training Manager to implement any associated training that may be required.
  • Work to a structured process which ensures the correct quantity & quality of enquiry monitoring is completed during each month.
  • Meet pre-determined operational Key Performance Indicators.
  • Identify ways to improve the customer journey through the monitoring process, customer feedback & project workstreams.
  • Coordinate and manage our knowledge web ensuring that services are user-friendly, in line with current promotions and terms and conditions.
  • Keep up to date with market/competitor services and implement new challenging ideas.
  • Consider customer experience when using our products on-site and suggest changes where needed.
  • Update and maintain all the quality and knowledge tools used throughout Customer Support.
  • Amend all the internal procedures, process manuals and training material to maintain high-level quality across the department.
  • Compile and distribute training feedback forms and quality surveys across the department.
  • Forge positive working relationships with colleagues throughout the business.
  • To develop self in order to increase personal contribution to the role.
  • Focus on costs, process improvements and/or efficiency to contribute to the profitability of the Group's Customer Operations.
  • Reinforce the culture and core values of the Group through appropriate behaviours and actions.
Knowledge and Experience:
  • Good general level of education, with a good standard of numeracy and literacy being important.
  • Excellent awareness of Microsoft Office applications.
  • This role requires close liaison with the other customer-facing functions within Customer Operations, so strong communication skills both written and verbal are important.
  • Thorough understanding of brands within the Group.
  • Proven background in Sales & Customer Service or quality coaching is desirable although not essential.
  • Fluent in the German Language (both written and orally) and equally as strong in the English Language.
  • Sportsbook knowledge will be considered an advantage.
Complexity and creativity:
  • Be confident and articulate when liaising with leadership team during feedback sessions.
  • The successful candidate will constitute an important link in the communication chain and will be required to function as both trouble-shooter and facilitator.
  • The role requires lateral thinking to provide solutions to complex customer problems and to identify and recommend preventative measures within the feedback structure to prohibit repeat occurrences.
  • The successful candidate will need to be able to interpret call quality standards and recommend action for improvements within the team structure.
Judgement and decisions:
  • The role demands high levels of discretion and confidentiality.
  • The successful candidate will have access to colleague performance records and will be expected to maintain privacy.
  • The successful candidate will need high levels of integrity and must not demonstrate partiality or favouritism.
  • Identify non-compliance to current processes, procedures and recommend solutions to Customer Operations leadership team.
  • The successful colleague would be expected to work broadly without direct supervision on a day-to-day basis.
  • The impact of poor judgment or decisions may have a significant impact on the financial performance of the business.
Operational Responsibility: 
To ensure the department achieves the KPI’s and SLA’s in place and to lead and motivate CSA’s.