Customer Service Retail Team Leader

About Us

We are Betfred and we are here to ensure our customers are able to enjoy betting or playing any of our products in a fun and safe way. Offering extensive Sportsbook, Gaming, Casino, Bingo and Lotto options, every customer can find something to take part in! We are dedicated to supporting not only our customers but all of the Betfred family, ensuring we provide an environment where people can learn, develop and grow in their careers and personally.

About the team

Our Customer Service Teams based in Birchwood are there to support and develop relationships with our customers’ and retail colleagues ensuring every interaction meets the standards they have come to expect. Being passionate about delivering great service and getting it right first time, means that we are always listening to our customers’ with a view to improving everything we do.

About the role

Start date available from September/ October 2024

Training hours and location - Training is based on-site (Birchwood) This will include classroom and on the job training.

Shift pattern– Any 5 days from 7 in a week, 8 hour shifts (40hr week). Weekend work and late night (9pm Mon- Sat / 8pm - Sunday) will be required on a rotational basis. Full Time based on site at our Birchwood Office.

• Manage quality and performance against the agreed frameworks and SLA
• Have full knowledge of your own and wider business KPI’s, ability to report against KPI’s
• Effectively manage absence in line with company policies
• To develop the tools available to better manage customer interaction, including the adoption of our CRM systems.
• Collaborate with cross-functional teams to address customer pain points and improve
• overall customer experience.
• Resolving all customer account queries efficiently and in a timely manner.
• Support frontline teams where complaint escalations are necessary
• Understand fully and comply with the key objectives of the UK Gambling Commission.
• Deliver engaging coaching and feedback sessions to team, whilst agreeing defined actions where opportunities for improvement are identified
• Create a team environment that promotes development and idea generation
• Celebrate success and great customer service

You will play an active role in managing the quality and service provided to both customers and colleagues across the wider business. Ensuring that your team are encouraged to develop their own personal skills and knowledge will be pivotal for you to succeed in this role.

Working in a fast-paced environment and across many areas of the Betfred business, the role provides an opportunity for someone who enjoys working in a demanding and challenging environment, whilst still being focused on delivering best in class customer interactions. We love to speak with candidates who have experience in creating and managing customer service teams, with a positive approach to learning new things, or someone who has a background in management and has a curiosity about our industry.

Be Rewarded:

• Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.
• Secure Your Future: Build a nest egg with monthly pension contribution, helping you prepare for the future.
• Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.
• Refer and Earn: Cash-in on our 'Refer a Friend' programme – we're always looking for exceptional individuals like you!
• Peace of Mind: Benefit from a death in service benefit, though we hope you'll never need it.
• Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences.

Get Recognised:

• Celebrate Longevity: Join our long-service recognition programme, honouring the dedication of our loyal team members throughout their careers.
• Peer and Manager Acknowledgment: Recognise and be recognised for your achievements, earning points redeemable with over 700 global retailers.
• Life's Milestones: Receive a gift to celebrate the birth of a baby, adoptions, and weddings, along with an extra day off for your wedding day.

Feel Valued:

• Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family, ensuring prompt health answers that fit your schedule.
• Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support, including face-to-face counselling and self-help resources.
• Financial Wellbeing: Optimise your budget with our financial wellbeing package, offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills.
• Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme.
• Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach.
• Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme, covering childcare, family matters, relationships, addiction, legal issues, financial concerns and more.
• Holistic Wellbeing Tools: Explore a wide range of resources for physical, mental, nutritional, and financial wellbeing through our Wellbeing App.
• Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.