Customer Service Deputy Manager

The Customer Service department shapes memorable experiences for customers worldwide, maintaining rigorous standards and supporting continuous business growth.
Operating at a senior level, you will monitor and manage daily departmental workloads while coaching a dedicated team. This hands-on role involves driving procedural changes, refining internal practices, and ensuring every customer interaction reflects our trusted brand values

• Advanced planning, organisation and time management capabilities
• Strong self-motivation with a clear drive for success
• Proven leadership in people management
• Decisive management of teams under pressure
• Rigorous analysis of operational data for informed decision-making
• Comprehensive knowledge of customer service policies and procedures
• Establish and maintain effective succession planning frameworks within the department
• Ensure adherence to all Responsible Gambling policies and procedures at all times
• Review existing departmental procedures and implement enhanced practices
• Drive departmental efficiency and continuous improvement while maintaining exceptional service levels
• Investigate technical issues thoroughly and liaise effectively with management teams
• Analyze customer contact handling to identify key areas for operational enhancement
• Develop quality and productivity benchmarks across the department
• Support management in championing the customer service ethos
• Act as a primary point of escalation for complex customer issues raised by Supervisor

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