Customer Care Team Leader

6 months ago

Cape Town, South Africa Wonderlabz Full time

**The Role**

The Customer Care team operate 24/7 365 and this role will be working an average 40 hours a week, largely dictated by the sporting events calendar.

LiveScore Group is home to LiveScore, LiveScore Bet and Virgin Bet, three of the most exciting brands in the sports and gaming industries today. We are passionate and excited about what we do in the Sports Media, Gaming and Betting sector and are proud of the high ratings we have achieved. We live our values, aiming to enhance and increase the enjoyment of sport through innovative products and immersive experiences. Trust is important in how we work, ensuring we are a collaborative unit who holds each other accountable. Relentlessly ambitious in everything we do, we embrace change and understand that failure is part of success.

We use our platform for positive social change and work to build a company our employees are proud to work for. We have a long-term commitment to diversity and inclusion. Our I.D.E.A (Inclusion, Diversity, Equality, Awareness) Forum is critical to our business and is embedded in our organisational structure to support a sense of belonging for everyone and to create a culture that allows all employees to thrive.
- We know a job description can often deter an applicant who does not believe they match 100% of our requirements. If you are interested in this position and have relevant experience, then we would still love to hear from you._

**Key Responsibilities**
- Live and breathe the player experience, analysis of incoming contacts, understand the why, put in place continuous improvement initiatives to provide long term resolutions on repeated contact.
- Work closely with the Operations Management team and oversee the strategic development of the Customer Care department to improve the player journey, their experience, and the overall operation
- Constantly review and optimize the operating model (People, processes and where possible technologies)
- Be the primary point of contact for the end to end player experience, through effective ownership of any service-based escalations
- Plan and organise resources to deliver the best coverage for a 24/7 operation 365 day a year. Think out of the box how to accommodate major events such as the Champions League Final, where expected contacts will spike
- Develop and implement procedures and processes for one team to manage outbound calls to high value players and as well as everyday inbound contacts
- Manage key relationships across the business to ensure the business objectives for Sportsbook are met
- Responsible for ensuring that the team are meeting business regulatory requirements. Take ownership for ensuring that the team are up to date with the latest compliance changes and all documents are reviewed

**Skills, Knowledge and Experience**
- Ability to speak and understand the Dutch language
- A keen interest in sports and experience within the online gambling industry
- Experience of managing, leading and developing a successful team
- Possess good IT skills combined with fast and accurate typing abilities
- Knowledge and understanding of the competitor landscape, including experience of online gaming and sports betting
- Ability to drive the team forward in terms of goals and cultural change
- Provide feedback, mentoring and coaching, as well as reward and recognition
- Good interpersonal skills and the ability to build rapport at all levels with stakeholders and players
- Motivated to succeed, enthusiastic, confident, dedicated, proactive and driven
- A desire for continuous improvement - processes, reporting and the tools we use
- Able to manage competing priorities whilst ensuring performance targets are met for the business, department and staff
- Clear articulation of the player benefits for promoting marketing campaigns to team
- A self-starter attitude with the ability to multi-task, work under pressure and meet deadlines, ability to work individually and as part of a team
- Excellent organizational, planning and time management skills

**What can we offer?**
- Company Performance bonus
- Medical Aid
- Flexi hours (with the exception of core hours)
- Unlimited coffee in our brand new office made with love by our barista
- 21 days annual leave

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