Contact Centre Team Manager

Brief Description
The Customer Solutions Hub in Sheffield manages all Customer Service issues 24/7 across all UK brands, and across both retail and digital channels. It provides an always-on connection with our customers and manages both individual customer service issues and those affecting larger number of customers. It also provides a number of business-critical activities around Player Protection, Complaint management, Self-Exclusion and a 24/7 Retail Crisis Line.

More Details
The Contact Centre Team Manager role provides both Duty management of the shift, and also team management for their own team. As a Duty Manager they are responsible for all inbound Customer contacts, Player Protection, Retail Crisis Line and Casino Support Line. The Manager acts as an escalation point for in and out of hours for both their own team and internal retail and digital functions around the group. As a team manager they are responsible for the operational real-time management to match resource to demand on different customer contact channels, as well as line-management of their people, responsible for their management, development and motivation. The Team manager works on a 5-week shift rotation that covers daytime and evening shifts between 07:00-22:30 across 7 days.

Job Type
Full Time Permanent

Competitive pay and benefits

Closing Date


Rank Group

Job Reference

Download Job Details
Applications for this vacancy are no longer being accepted.

What our people have to say

Similar jobs you might be interested in