Customer Service Team Manager - Market Portfolio

The Role

As an experienced iGaming Customer Support professional, you will use your team building skills to work alongside 10-20 colleagues who deal with a key market, to forge a close-knit harmonious team.

The Customer Service Team Manager helps agents to provide first- class customer support and advice within a contact centre environment. You will also assist the Head of Customer Operations in the smooth running of the department as well as manage ad-hoc projects when required.

As a listed and regulated company, FDJ United pays great attention to player safety and sustainability. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% of revenue is derived from harmful gambling.

What you will do

• Assure consistently high-quality customer support to satisfy strict deadlines and KPI's
• Assess the competencies of your team members to identify strengths and define ways to reach their full potential through real-time coaching
• Conduct frequent one-to-one meetings with individual team members if/when required
• Be accountable for customer satisfaction (CSAT) score for all markets related to your team
• Act as a mentor for customer services agents and lead by example
• Maintain high levels of product knowledge so that appropriate guidance is always provided
• Support administrative tasks within the team
• Facilitate smooth communication flow between the Head of Customer Operations and all other departments
• Be the point of contact for customer support agents inside and outside your team
• Anticipate and evaluate risks in your department and handle any obstacles to achieving set targets and goals
• Support the talent acquisition partner by attending interviews and giving feedback on the best candidates
• Reach quarterly and end of year goals set by the company
• Ensure that you, and your team, adhere to the Governance, Risk & Compliance (GRC) obligations within your direct responsibility and control
• Ensure any non-compliance incidents within your team are raised through the appropriate channels (Compliance Incidents Process) and that your team are informed of any reporting processes relevant to them
• Challenge processes, policies and projects that will negatively impact compliance within the Group
• Ensure your team's completion of all mandatory compliance trainings within the set deadline
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear.

How will success be measured in this role

• CSAT, live contacts, email response time and other key indicators set by the company
• Leadership skills
• Communication skills
• Contribution to the team managers' group
• Regular performance reviews with your line manager
• Acting in line with FDJ United values
• Successful completion of all relevant training and other compliance activities that support sustainable and responsible growth

Your experience

• Sound experience in a Customer Support environment & management
• Excellent communication skills – e-mail, chat and telephone
• A natural team player who leads by example
• Business management skills: understand strategy, business functions, manage conflicts
• Ability to work well under pressure and with minimum supervision
• Open to giving and receiving constructive feedback