Digital Customer Services Team Leader

About Us

The Betfred Group has grown to become a leading global betting and gaming business. From our humble beginnings in Salford in the sixties, we have always differentiated ourselves by offering real value and a great customer experience, the same qualities that are at the heart of our business today.

Today, Betfred is a well-known brand on the high street with 1,340 shops across the UK, along with a significant online presence through Betfred.com offering on-line sports betting, casino, and games. We are one of the most active sponsors of sport in the UK, sponsoring a wide range of sports and tournaments under the famous red and blue banner. Our own unique, in-house TV channel, Betfred TV is streamed live each day to our shops across the UK from our studios in Media City.  

About the Role

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.

Start date available from Jan/ Feb 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 working (up until 9pm) will be required on a rotational basis.

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.

• 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
• Respond to customer queries through various channels during shift times.
• 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 is identified
• Create a team environment that promotes development and idea generation
• Celebrate success and great customer service

We are dedicated to promoting safer gambling practices to ensure a responsible and enjoyable experience for all our customers. We prioritise player safety and well-being, providing resources and support for those who may need assistance. Our commitment to responsible gambling is integral to our operations, and we actively promote awareness and education to help our customers make informed decisions. Together, we can create a safer gambling environment for everyone.

What you’ll need to succeed

• Be 18+ and have the right to work in the UK.
• Must be able to work evenings, weekends, and public holidays.
• Outstanding customer service skills and the ability to engage all customers.
• A passion for sports, betting and gaming is beneficial but not essential.
• An eagerness to learn, develop and flourish within the Betfred family.



So, if you are a great leader, have a passion for delivering excellent customer service, and enjoy building credible relationships with colleagues and customers, we would love to hear from you.

Why join a winning team?

Betfred brings benefits and rewards for all our colleagues. But more than that, we create a unique, enjoyable and entertaining environment you will love being part of.

Be rewarded

• Enhance your income: benefit from bonuses, incentives, retail discount vouchers and more.
• Monthly pension contributions: helping you prepare for your future.
• Enhanced maternity & paternity pay: our Betfred family works to support yours.

Feel valued

• A long-service recognition programme and life milestone rewards.
• A recognition scheme to earn and convert points to spend with over 700 retailers.
• A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching.
• Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.

What’s next?

If you think you’re a great fit for the role, and you want to be a part of the Betfred story, click ‘Apply’ and we will be in touch once we’ve reviewed your application.

At Betfred we are committed to promoting equality, diversity, and inclusion (EDI) in our workplace. We believe that a diverse workforce drives innovation and enhances our success. We welcome applications from individuals of all backgrounds, identities, and experiences.

If you require reasonable adjustments during the recruitment process or have specific needs, please let us know, and we will be happy to accommodate you. Join us in creating an inclusive environment where everyone can thrive.

Your Betfred journey starts now…