At a Glance
- 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.
- Other info: Diverse and inclusive culture with excellent career advancement opportunities.
- 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.
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
At Betway, we pride ourselves on being an exceptional employer, offering a dynamic work environment that fosters innovation and personal growth. Our commitment to employee development is reflected in our comprehensive learning programmes and performance feedback tools, ensuring that your contributions are recognised and valued. Located in the vibrant region of Ceuta, you will be part of a diverse team dedicated to delivering outstanding customer experiences while enjoying a supportive culture that champions inclusivity and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Team Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Betway Group. 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 Betway Group 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 Team Lead
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 Betway Group:Your cover letter is your chance to shine! Tell us why you want to work at Betway Group 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 Betway Group!
How to prepare for a job interview at Betway Group
✨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.
