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- Tasks: Lead and develop a team to deliver exceptional customer service in the online gaming industry.
- Company: Join Betway, part of Super Group, a global leader in digital gaming.
- Benefits: Enjoy competitive pay, medical insurance, and opportunities for personal growth.
- Why this job: Be part of an exciting journey in a fast-paced, innovative environment.
- Qualifications: Fluent in English and Spanish with leadership experience in customer service.
- Other info: Diverse and inclusive culture with excellent career advancement opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Kick-start your career in the online gaming world and experience the very latest in technology and innovation. Our global customer base is exploding and we need your skills to support us on this exciting journey!
Who we are
We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands. At Betway, we’re driven by our shared vision to become the global leader in the online sports betting and casino industry. Our people are forward-thinking team-players who thrive on a collective diversity of skills and backgrounds.
Who we’re looking for
We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.
Why we need you
We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision. As a Team Manager you’ll be supporting the consistent delivery of efficient, accurate and customer-focused support within the contact centre by leading, coaching and developing a team of Customer Service Hosts to deliver an exceptional customer service experience across multiple channels (chat, email and voice). This will help us excel at providing super class customer service to stay ahead of the game. Due to the geographical locations we service, please note that this position entails shift work based on the requirements of the organization and its clients.
What you’ll be doing
- People Leadership & Team Development
- Manage day-to-day operations of a team of Customer Service Hosts.
- Monitor individual and team performance, ensuring productivity, quality, and service targets are consistently met.
- Along with the support of a Quality Assessor, perform regular coaching, performance reviews, and one-on-one feedback sessions.
- Motivate and engage team members through recognition, support, and professional development opportunities.
- Address behavioural or performance issues in line with company policies.
- Operational Management
- Monitor real-time performance and coordinate with Real-Time Analysts (RTAs) to manage agent adherence, coverage, and queue volumes.
- Ensure alignment with workforce management scheduling and capacity plans.
- Collaborate with the Operations Manager to implement process improvements and manage escalations effectively.
- Ensure compliance with internal procedures, industry regulations, and responsible gambling protocols.
- Customer Experience & Quality Assurance
- Ensure a high standard of service delivery that aligns with brand values and customer expectations.
- Conduct quality monitoring and provide feedback to improve service interactions.
- Manage and resolve escalated customer issues in a timely and professional manner.
- Act as a point of contact for internal stakeholders in relation to customer support trends or emerging issues.
- Reporting & Insights
- Track and report on team KPIs, including CPS (Contacts Per Shift), service levels, CSAT, QA scores, FCR (First Contact Resolution), and adherence.
- Identify operational trends and provide insights to the Operations Manager for strategic planning.
- Participate in regular business reviews, sharing team performance updates and action plans.
This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.
Essential skills you’ll bring to the table
- Fluent in English and Spanish; able to communicate effectively (read, write and speak fluently)
- 12 months experience in a customer service/contact centre environment
- 2 years’ experience in a supervisory/leadership role
- Strong leadership and people management skills
- Valid work/residence permit for Ceuta
- Strong working knowledge of customer support operations and key contact centre metrics
- Familiar with contact centre systems, CRMs and performance dashboards
- This role requires rotating shifts, including evenings, weekends, and public holidays
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
- Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
- Exceptional attention to detail, ensuring high standards of quality in all outputs
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
Desirable skills you’ve got up your sleeve
- In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
- Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
- Experience in developing and executing customer retention strategies
Our values are non-negotiables
Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward. These competencies are:
- Adaptability
- Ownership and accountability
- Initiating action
- Resilience
- Team orientation
- Integrity
- Innovation
What you’ll get back
We offer a great variety of personal and professional benefits to help you thrive at Betway and Super Group. This includes:
- We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
- Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
- Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
- Medical insurance
- Life Assurance
- Income Protection
- Pension scheme
At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 18 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group. It’s all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued.
Should you not hear from us within 2 weeks, please assume your application has not been successful.
Team Lead employer: Betway Group
Contact Detail:
Betway Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Lead
✨Tip Number 1
Get to know the company! Research Betway and its values. When you understand what drives us, you can tailor your conversations to show how your skills align with our mission. This will make you stand out during interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and help you get your foot in the door. Plus, referrals can really boost your chances!
✨Tip Number 3
Prepare for the interview by practising common questions. Think about your leadership style and how you’ve handled challenges in the past. We want to see your passion and how you can contribute to our team’s success!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in our minds as we make decisions.
We think you need these skills to ace Team Lead
Some tips for your application 🫡
Keep it Relevant: When you're writing your application, make sure to highlight your experience and skills that are directly related to the Team Lead role. We want to see how your background aligns with our mission at Betway!
Show Your Passion: Let your enthusiasm for the online gaming industry shine through in your application. We love candidates who are excited about what we do and can bring that energy to our team!
Be Clear and Concise: We appreciate straightforward communication. Make sure your application is easy to read and gets straight to the point. Avoid fluff and focus on what makes you a great fit for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the quickest way for us to receive your details and get the ball rolling on your journey with Betway.
How to prepare for a job interview at Betway Group
✨Know the Company Inside Out
Before your interview, take some time to research Betway and its parent company, Super Group. Understand their mission, values, and recent developments in the online gaming industry. This knowledge will not only impress your interviewers but also help you align your answers with the company's goals.
✨Showcase Your Leadership Skills
As a Team Lead, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully managed a team, resolved conflicts, or improved performance. Highlight how you motivate and engage team members, as this is crucial for the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and customer service approach. Think of specific situations where you've had to handle difficult customers or improve team performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Emphasise Your Adaptability
Given the dynamic nature of the online gaming industry, showcasing your adaptability is key. Be ready to discuss times when you've successfully navigated change or adapted to new processes. This will demonstrate your ability to thrive in a fast-paced environment, which is essential for the role.
