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For Companies At a Glance
- Tasks: Lead a dynamic support team, ensuring efficient customer service across all channels.
- Company: Join a leading business in the gaming industry, known for its innovative products and services.
- Benefits: Enjoy competitive salary, private health scheme, on-site parking, and annual salary reviews.
- Why this job: Be part of a fast-paced environment that values your contributions and supports your career growth.
- Qualifications: Experience in customer support management, excellent communication skills, and familiarity with Zendesk preferred.
- Other info: Work full-time in a vibrant office, with opportunities for professional development.
The predicted salary is between 25000 - 29000 £ per year.
Are you a dedicated and experienced Customer Service Manager, looking for an opportunity where your hard work and expertise are truly valued? Do you want to join a supportive environment that recognises and appreciates your diligent efforts? Are you a passionate Customer Service/Support Manager and enthusiast, working in the Gaming Industry, and eager to advance your career within a world-class business? Imagine being part of a fast-paced, dynamic, established business that is committed to growth through top-class products and exceptional customer service systems, and where your achievements are celebrated. If this is you, then read on.
Our client supplies and services gambling tablets for bingo halls and arcades and operates a successful online bingo and casino platform. They are looking for a hands-on, driven Customer Support Manager to lead and enhance their Support Services across all channels, which include both hardware and digital customer needs.
As Customer Support Manager, you’ll be responsible for ensuring their Support Services are efficient, professional, and responsive. You’ll manage daily operations of the support team (including inbound calls, emails, Zendesk ticketing and engineer assignments), maintain high standards of communication, and oversee timely resolution of issues — particularly the prompt turnaround of replacement tablets and high-quality online responses.
Hours & Salary
- Full-time - 40 hours
- Permanent - working in the office 5 days a week
- £30,000 - £35,000 dependent on experience
Benefits They Offer
- Competitive salary
- The opportunity to work within a dynamic and rapidly growing industry
- Be part of a growing team, dedicated to responsible and ethical business practices
- On-site Parking
- Private Health Scheme
- Annual Salary Reviews
Key Responsibilities
- Team Leadership & Oversight: Manage the support team’s day-to-day tasks. Organise rotas, holidays, and on-call schedules, ensuring coverage during peak hours (8 am–midnight 7 days a week). Provide coaching and feedback to team members.
- Zendesk & Online Support Quality: Oversee Zendesk activity - monitor ticket volume, assign tasks, review grammar and tone in responses. Implement email response templates and a tone-of-voice guide for consistent customer communication. Ensure customer issues are resolved within agreed SLAs.
- Tablet Repairs & Replacements: Track replacement tablet requests, monitor turnaround times, and liaise with the repairs/logistics team. Identify and remove blockers that delay replacements.
- Process & Reporting: Set KPIs and prepare monthly reports on support performance. Drive improvements in customer satisfaction and first-response times. Introduce checklists and escalation processes.
- Cross-Department Collaboration: Work with technical support, repairs, and online operations teams to resolve escalations. Attend relevant planning meetings to stay ahead of product changes and upcoming launches.
Ideal Candidate
- Experience managing or supervising a customer support or service desk team.
- Excellent written and verbal communication skills.
- Strong organisational and problem-solving abilities.
- Familiarity with Zendesk or similar support platforms.
- Comfortable working in a hybrid support environment (hardware and online services).
- Gaming, arcade, or bingo industry experience is a plus.
In Summary
If you want to join a well-established business with a great reputation and big aspirations, and be a major part of their future growth, then this is the role for you. Our client’s selection process is unique in the marketplace and attracts motivated, productive team members, who they know will be successful and have a great career with them. They look forward to hearing from you. Don’t miss this opportunity! Start your application NOW.
Contact Detail:
eTalent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with the gaming industry, especially the bingo and arcade sectors. Understanding the specific challenges and customer expectations in this field will help you demonstrate your passion and expertise during interviews.
✨Tip Number 2
Highlight your experience with customer support platforms like Zendesk. Be prepared to discuss how you've used such tools to improve customer service efficiency and satisfaction in your previous roles.
✨Tip Number 3
Showcase your leadership skills by preparing examples of how you've successfully managed a team in a fast-paced environment. Discuss specific strategies you've implemented to enhance team performance and customer satisfaction.
✨Tip Number 4
Research the company’s values and recent developments in their services. Being knowledgeable about their products and customer service approach will allow you to tailor your responses and show genuine interest during the interview process.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly in the gaming or support industry. Use specific examples that demonstrate your leadership skills and ability to manage a team effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the gaming industry. Mention how your previous experiences align with the responsibilities outlined in the job description, such as managing support teams and using Zendesk.
Highlight Key Skills: In your application, emphasise your excellent communication skills, organisational abilities, and problem-solving expertise. These are crucial for the role and should be evident in both your CV and cover letter.
Show Enthusiasm for the Company: Research the company and express your enthusiasm for their mission and values in your application. Mention why you want to work specifically for them and how you can contribute to their growth and success in the gaming industry.
How to prepare for a job interview at eTalent
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching methods and how you handle challenges.
✨Familiarise Yourself with Zendesk
Since the role involves overseeing Zendesk activity, make sure you understand how it works. If you have experience with it, be ready to discuss specific instances where you improved ticket resolution times or customer satisfaction using the platform.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you've had to resolve customer issues quickly and effectively, especially in a fast-paced environment like gaming or online services.
✨Highlight Your Industry Knowledge
If you have experience in the gaming, arcade, or bingo industry, make sure to mention it. Discuss how your background can contribute to understanding customer needs and improving service delivery in this specific sector.
