Customer Service Team Manager

Posted 4 April by Sky Betting and Gaming Featured

At Sky Betting & Gaming we don’t have Teams we have Tribes. Each Tribe is made up of small, agile and autonomous squads who work collaboratively with a shared purpose.

So whether you join our Bet Tribe, Early Careers Tribe or anything in between, you will work with a group of people with raw energy, natural talent, and the kind of spirit that helps us think big, act bold, and change the game

It all means that we’ve created the kind of workplace that wins awards such as a place on the prestigious list of Sunday Times 100 Best Companies to Work For.

What you'll do...

  • Be a voice for our Sky Bet customers and push for even better customer journeys (internally and externally)
  • Communicate and feedback daily to the operations manager on current areas of focus
  • Motivate and engage your staff to develop and help them achieve their career aspirations
  • Have regular catch-ups and honest conversations with your staff - managing performance accordingly and where necessary whilst rewarding your top talent
  • Be proactive and forth coming with new fresh ideas to better customer experience
  • Work closely with our trading and social teams to better communicate with customers

How you will do it…

  • We have recently introduced a new live platform to answer 75% of our customer contacts. This is salesforce with an integration of New Voice Media. We will soon be working on a new WFM system (Aspect) and we use CX Social (Clarbridge) for answering Social queries queries.
  • Good time management skills are needed along with prioritization skills
  • Working closely with the BET Operations Manager - Account and Gaming team managers aswell as the trading operations team
  • Getting the best out of your team

About the Customer Ops Tribe

What makes our Tribe stand out are our natural listening skills. We go above and beyond to hear and understand what every single one of our million customers are saying, which means we’re able to provide some of the strongest customer support in the industry.

Everything we do, we do it for our customers. We’re always thinking of new ways to meet changing needs and provide even better services, like Request-A-Bet and pricing up unique events over our customers.

There’s a real buzz at our contact centre where we love answering customer queries by chat and email. We process their bets and their payments. We analyse our services in real-time 24/7. And our Traders provide them with the best prices and odds. You bet we put our customers first.

Based in Yorkshire, we have grown to become one of the UK’s leading online betting and gaming companies. A business driven by bleeding edge technology, that brings the excitement of sports betting, casino games, poker and bingo to over 700,000 customers a day & growing!

It’s a workplace like no other, with a mission to make Betting & Gaming better.

And we want you to be part of it.

Our People Ambition is to attract & develop diverse & talented people to meet the current and future growth needs of SB&G. Together, our aim is to create the Best Digital Business to work at.

Required skills

  • Contact Centre
  • Customer Experience
  • Customer Services
  • Delivering Exceptional Customer Service

Reference: 34821614

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