Helpdesk Team Leader - Sportsbook
Job Classification : Customer Service
Job Type : Permanent
Salary : n/a
Location : UK

Job Description
Job Purpose:
The Helpdesk is the first point of contact for our client’s customers and provides an inbound telephone and email service to deal accurately and efficiently with customers’ queries. The Helpdesk operates 24 hours per day from various worldwide locations. Reporting directly to the Head of Customer Services the successful candidate will be responsible for maintaining customer service standards and the management and development of an existing team within the department.

Key Responsibilities / Duties:
The successful candidate will be responsible for the management of a team within the Helpdesk and will ensure that all aspects of customer service are maintained to an exceptionally high standard. Key skills will include;
* The Team Leader is responsible for the day to day running of the Customer Service Operation.
* Provision of exemplary customer service.
* The Team Leader supervises the workflow to ensure the effective management of call and e-mail volumes.
* The Team Leader is responsible for the recruitment, performance and development of a team of up to twelve Customer Service Operators.
* Conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
* The ability to work on a shift basis with unsociable hours i.e. evenings and weekends.
* The Team Leader must handle and resolve escalated customer issues.
* Reporting and monitoring of individual and team performance to ensure that the required level of Customer Service is maintained at all times.
* The Team Leader will undertake the duties of a Customer Service Operator as and when required ensuring that service levels are maintained.
* Respond to all reasonable requests from Line Manager.

Key Working Relationships:
* Will work closely with Line Manager and other departmental Team Leaders.
* First point of contact for most of our client’s customers – must act as an ambassador for the company.
* Provide first line support for HD operators.
* Create, develop and maintain effective working relationships with a number of external departments.

Person Specification - Experience & Qualifications Required:
* Must have Customer Service experience ideally in a call centre environment.
* Previous experience in the Betting industry is desirable.
* Experience of using Microsoft Word, Excel and the Internet with the ability to learn in house applications.
* Must have previous management experience.
* An interest and good all-round knowledge of Sports.
* An understanding of Genesys or other multi-media contact management systems is also desirable. .

Key Skills and Attributes:
* Strong organizational skills.
* The ability to work under pressure with a high level of attention to detail.
* High level of customer service orientation, with a proven ability to see problems through to their resolution.
* Excellent written and verbal communication skills.
* Excellent interpersonal skills, with the ability to deal effectively and professionally with difficult customers.
* Shows initiative and has the ability to take responsibility and make key decisions.
* A proven team player with a ‘can do’ attitude.
* Flexible approach to working in a dynamic and often hectic environment.
* Passionate about providing excellent service.

Application Details

Alex Lafferty
Managing Director
HYPERION iGaming Recruitment
Tel: +44 (0)207 619 7561 [LON]
Tel: +356 213 81369 [MTA]
Mob: +44 (0)7834 552 302 [LON]
Mob: +356 79905086 [MTA]
Fax: +44 (0)207 619 9492
E-Mail: alex.lafferty@hyperiongaming.com
Web: www.hyperiongaming.com

Reference : HYP 1714

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