Customer Service Department Manager

Customer Service Department Manager | Gibraltar | On-site

BVGroup brings over 80 years of expertise to every bet, delivering technology-driven betting and gaming experiences to a global audience.
 
BetVictor is our flagship B2C brand, complemented by multiple partner brands we manage and service such as Heart Bingo, talkSPORT BET to name but a few. Our SaaS platform is fully developed and ready to deploy, requiring minimal setup and no complex configuration.
 
Join us at BVGroup and make an impact in a fast-paced, global industry. Collaborate with passionate experts, tackle exciting challenges, and help define the next generation of online sports betting and gaming.

Purpose of the role:

As a Customer Service Department Manager, you will lead the day-to-day operations of the Customer Service department. You will be responsible for driving operational performance, supporting the professional growth of the Team Leaders and Customer Service Specialists, and creating a culture of ownership, collaboration and continuous improvement while maintaining consistent standards across the department.

Working closely with internal stakeholders, you will identify opportunities to improve processes, enhance customer journeys and support the delivery of business objectives while maintaining high service standards across all communication channels.
 
Key Responsibilities:

• Leading the daily operations of the Customer Service department, ensuring service levels, quality standards and operational targets are consistently achieved.
• Managing, coaching and developing Team Leaders, supporting them in performance management, employee development and day-to-day team leadership.
• Establishing and maintaining effective management routines, including one-to-ones, performance reviews, action tracking and follow-up activities.
• Monitor departmental KPIs including SLA, CSAT, Quality Assurance, Productivity, Attendance, Schedule Adherence, and AHT.
• Analysing trends and performance data to identify opportunities for improvement and drive informed decision-making.
• Collaborating with Workforce Management to ensure appropriate staffing levels and operational coverage.
• Driving continuous improvement initiatives to enhance customer journeys and the operational efficiency, identifying opportunities to automate existing processes, improve workflows and embrace new technologies to enhance efficiency and productivity.
• Managing operational escalations and supporting the resolution of complex customer issues in a timely and professional manner.
• Ensuring compliance with regulatory requirements, internal policies and company procedures across the department.
• Producing operational reports and performance updates for senior stakeholders, highlighting key trends, risks and opportunities.

 
Skills & Experience:

• Experience leading a Customer Service operation in the online gaming industry, coaching and developing people leaders and operational teams, with a focus on continuous performance improvement.
• Understanding of AI applications and automation.
• Analytical mindset with the ability to interpret data and implement practical improvements.
• Good understanding of customer service KPIs, service levels, operational reporting and performance management.
• Effective communicator with the ability to build and maintain productive stakeholder relationships.
• Excellent organisational skills, with the ability to manage multiple priorities and establish effective working practices.
• Track record working with customer service technologies, CRM platforms and operational reporting tools.

How we hire:

Our interviews are a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious. 
 
In the event that we receive sufficient applications for the role, this vacancy may be subject to early closure. Therefore, if you are interested, please submit your application as early as possible.

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