HEAD OF CUSTOMER SERVICE - MALTA

Expira em: 11 dias

Betting Connections

With more than 20 professionals Betting Connections Recruitment Solutions is Malta’s largest iGaming recruitment specialist. Our team of highly skilled recruitment and career consultants are dedicated to providing the best and most personalised service in the industry. We pride ourselves on our ability to fully understand the needs of both our clients and candidates alike, which we achieve through developing long term relationships and our extensive knowledge of both the iGaming industry and recruitment!



Nº de Vagas: 11-20 vagas

Tipo: Full-time

Salário(por ano): Negotiable

Setor: Outros Serviços

Função: Atendimento ao Cliente

Região: Malta




Reporting to the COO of Malta, the Head of Customer Services, in addition to the
development of the strategy, will be responsible for running our multi lingual, multi brand
operation in Malta. The Head of Customer Services will be an expert in the field of customer
service, have the customer at the heart of all that they do whilst maintaining a strategic,
“big picture” view on things and be passionate about achieving excellence and developing
talent within their team.
 
Key responsibilities:
 
•Working with the COO and the Customer Services leadership team to develop and execute
the customer service elements of our Customer Operations strategy aligned to the overall
strategy
•The development of a team structure to best achieve this strategy.
•Designing and implementing a clear customer service proposition.
•Influencing the broader organization by providing feedback and analysis of customer
insights.
•Create product, messaging or process changes in order to anticipate and solve common
customer issues
•Execute against this plan whilst at the same time ensuring delivery of the customer service
KPIs, including answer time, first time resolution and NPS targets.
•Driving efficiency across all aspects of the customer service function, including cross
skilling, continued improvement in the use of technology, etc. This includes the continued
integration of the WFM tool and ensuring additional benefits from sharing best practice
(and operations if relevant) with our respective international businesses
•Managing key stakeholders – Internally: management teams across Customer Experience,,
Online Marketing in addition to ensuring effective operational relationships with the
Technology, Risk, HR and Finance functions; Externally: 3rd party suppliers/vendors
•Being an expert in the Contact Centre space – the Head of Customer Service will be
required to have a clear understanding of what is going on across the call centre sector
ensuring the Customer Experience remains at the forefront of customer service innovation
•Identify at least one strong successor and develop this individual’s skills via coaching and
expansions of experience and responsibility
•Training & Staff development. Identify high performers and work with them to achieve
their goals, including internal moves/promotions. Identify underperformers and work on
plans to get them back on track, and identify others that need to stretch their abilities. Be
accountable for fostering a culture of respect, change and learning amongst the teams
 
Competencies & skills:
 
•Commercially Savvy: Keeps up to date with current and future trends and business
developments; uses this knowledge to shape and guide decisions and actions to positively
impact business drivers; provides insight on the business and industry, exploring and
discussing the potential implications of change
•Hungry for Results: Drives self and others to excel and raise the bar on performance;
maintains a high level of personal and collective energy to achieve results that are aligned
and contribute to functional performance and strategy, consistently delivers exceptional
results and is undeterred by challenging circumstances
•Passionate about Punters: Builds and maintains effective working relationships with
customers; gains insight and stays attuned to current and emerging customer needs; uses
customer insights to build and identify creative and improved solutions; holds self and
others accountable for delivering services that exceed customer expectations
•Big Thinker: Balances strategic objectives with day to day activities; drives efforts and
initiatives which will have the greatest strategic impact; considers and explores scenarios
and possibilities to help the team and/or organisation prepare and succeed in the future
•Grows Talent: Places a high priority on the development of others and continuous learning;
provides constructive feedback and real time coaching to Service others development;
recommends and facilitates activities and assignments that Service others development;
where relevant identifies successors, and ensures they are ready for key roles
 
Background:
 
•An existing senior manager in an operations/call centre position within an international
customer-facing company
•Demonstrable experience of driving efficiency (including cost, use of technology, etc.)
whilst delivering a “best in class” customer experience
•Experience of managing and delivering change programmes
•Bachelor/Master’s degree in a business, marketing or technology discipline

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