At a Glance
- Tasks: Lead and develop a team to deliver exceptional customer service experiences.
- Company: Join Betfred, a leader in the gambling industry with a strong retail and digital presence.
- Benefits: Structured onboarding, training, and a collaborative work environment.
- Other info: Flexible working hours with opportunities for continuous improvement and career growth.
- Why this job: Make a real impact on customer experiences while developing your leadership skills.
- Qualifications: Experience in customer service leadership and a passion for team development.
The predicted salary is between 27000 - 33000 £ per year.
At Betfred, we’re proud of where we’ve come from – a strong retail heritage and a growing digital presence, both built on resilience, independence, and a deep connection to our customers. As we continue to evolve and raise standards across the gambling industry, we’re focused on delivering safe, fair, and high-quality experiences at every customer touchpoint.
We’re looking for a Customer Service Team Leader to support the operational leadership, performance, and development of our Customer Service teams. In this role, you’ll play a key part in ensuring customers receive a consistent, high-quality experience, while maintaining strong governance, compliance, and operational control across all customer journeys.
Your role in our journey:
- Provide day-to-day operational leadership for your team, ensuring service levels, quality standards, and customer outcomes are consistently achieved.
- Monitor demand, workload, and capacity, making informed real-time decisions to maintain service continuity and customer experience.
- Lead by example by providing hands-on support to customer interactions when service demand requires it, helping to maintain service levels and quality.
- Manage team performance, quality, time, attendance, and conduct in line with company standards and expectations.
- Set clear objectives and expectations through regular 1:1s, coaching sessions, performance reviews, and team meetings.
- Identify and address underperformance promptly and constructively, supporting improvement while maintaining fairness and consistency.
- Support the onboarding and development of new starters, ensuring consistent standards, knowledge, and behaviours from day one.
- Act as an escalation point for complex customer issues, complaints, and risk-based decisions, ensuring fair and compliant outcomes.
- Ensure consistent application of policies, procedures, and quality frameworks across all customer interactions.
- Complete quality reviews and support calibration activities to maintain alignment and consistency.
- Maintain accurate documentation, audit trails, and reporting to support compliance and governance requirements.
- Identify trends, risks, and opportunities for improvement using performance data, quality insight, and customer feedback.
- Support the implementation of new tools, processes, and operational changes, embedding them effectively within the team.
- Work collaboratively with internal stakeholders across Customer Service, Compliance, QA, Training, and wider Operations.
What you’ll need to succeed:
- Proven experience leading or supervising a customer service or operational team in a fast-paced environment.
- Strong understanding of customer service delivery, quality frameworks, and performance management.
- Excellent communication skills, with the ability to handle sensitive or complex issues professionally and empathetically.
- Experience coaching individuals, managing performance, and developing team capability.
- Strong organisational and prioritisation skills, with the ability to make sound decisions under pressure.
- An analytical mindset, with experience using data and insight to drive continuous improvement.
- Confidence working across multiple systems and operational tools.
- A strong sense of ownership and accountability for team performance and customer outcomes.
- The ability to work collaboratively across teams while maintaining clear leadership and accountability.
- Experience within the betting/gaming industry or a similar regulated sector is required, with a willingness to develop knowledge of regulatory and compliance requirements.
Why join us now?
At Betfred, our Customer Service Team Leaders play a vital role in shaping the customer experience and supporting the people who deliver it every day. You’ll be joining an established operation where leadership, consistency, and high standards truly matter.
You’ll receive structured onboarding and training delivered on-site at our Birchwood offices over a two-week period, Monday to Friday, 9am–5pm, designed to equip you with the knowledge, tools, and confidence needed to succeed in the role.
This role supports a seven-day operation and is based on-site in Birchwood. Team Leaders work in line with the Customer Service operating hours, covering an 8-week rolling rota (5 days from 7) with service operating between 06:45 and 22:00. This ensures effective leadership coverage aligned to the wider Customer Service teams.
Working as part of a collaborative, fast-paced environment, you’ll have real influence over team performance, customer outcomes, and continuous improvement. If you’re looking for a leadership role where you can lead by example, develop people, and make a genuine impact, we’re ready to welcome you.
What’s next?
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.
Customer Services Team Leader in Hatfield employer: Betfred Group Holdings Limited
Betfred Group Holdings Limited is an excellent employer, offering a dynamic and innovative work environment in Manchester where creativity and collaboration thrive. With a strong focus on employee growth, you will have the opportunity to mentor junior developers and engage in Agile methodologies, all while enjoying competitive salaries and generous benefits such as a discretionary bonus scheme and enhanced parental leave. Join us to be part of a team that values quality, efficiency, and performance in software development.
Contact Details:
Betfred Group Holdings Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader in Hatfield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Betfred Group Holdings Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Betfred Group Holdings Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Team Leader in Hatfield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Betfred Group Holdings Limited:Your cover letter is your chance to shine! Tell us why you want to work at Betfred Group Holdings Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Betfred Group Holdings Limited!
How to prepare for a job interview at Betfred Group Holdings Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
