Customer Service Team Leader in Sunderland

hackajob is collaborating with Tombola to connect them with exceptional professionals for this role. Sunderland (Hybrid) | Full Time | Permanent

At tombola, our players are at the heart of everything we do. Creating long term fun, delivering brilliant experiences and building a genuine sense of community is what makes us different. Our Customer Experience teams are a huge part of that. Whether it’s supporting players directly, creating a welcoming and engaging player experience in our chat rooms, or helping customers through more sensitive safer gambling conversations, our CX teams bring the tombola experience to life every single day.

What you’ll be doing

• Leading, motivating and developing a high‑performing CX team
• Conducting regular 1:1s, performance reviews and QA evaluations
• Coaching team members to achieve their full potential
• Driving performance across key CX metrics including NPS, FCR, productivity, engagement and quality
• Monitoring live dashboards and making real‑time decisions
• Leading team meetings and confidently presenting updates
• Managing attendance, holidays and absence processes
• Supporting recruitment, onboarding and probation management
• Building strong relationships across the wider business
• Driving continuous improvement initiatives and customer experience enhancements
• Supporting your team through change in a fast‑paced environment

What we’re looking for

• Previous experience leading customer‑facing teams
• Organised, self‑motivated and genuinely enjoy developing and supporting people

Alongside That, We’d Love To See

• A proven track record of leading successful teams
• Strong coaching and mentoring skills
• Confidence leading meetings, delivering feedback and communicating with impact
• The ability to influence, build trust and bring people with you
• Experience managing performance and difficult conversations
• A proactive and solutions‑focused mindset
• Confidence using data and insights to drive improvements
• Strong organisational skills and the ability to prioritise competing demands
• Confidence using Microsoft Office, Jira and other business systems
• A collaborative approach and willingness to get stuck in

Working pattern

This role works on a rotating two‑week pattern. Week 1: Monday, Wednesday to Sunday, typically between 8 am and 4 pm. Week 2: Tuesday to Friday, typically between 8 am and 4 pm. Week 1 and Week 2 work across a mix of weekday and weekend hours to support a 24/7 customer environment. Your schedule will align with a team that primarily works core hours between 6 am and 6 pm, so flexibility is important. This hybrid role is based out of our Sunderland HQ, with three days per week in the office and the remaining days from home.

Why tombola?

You’ll join a collaborative and supportive environment where your ideas are welcomed, your impact is visible and development is encouraged. Whether you’re looking to build on your leadership experience or continue developing your career within CX, there’ll be plenty of opportunities to learn, grow and progress with us. We’re a business built on innovation, collaboration and doing things differently. If you’re looking for a role where you can make an impact, grow your career and be part of a team that backs each other, we’d love to hear from you.

We also have some great benefits which you can check out here. At tombola we know that our differences make us stronger and that thinking differently is key to long‑term success. We work hard to create a culture of inclusivity where everyone can celebrate our freedom to be themselves. We are committed to creating opportunities for everyone here at tombola, we welcome applications from all backgrounds and encourage individuals to apply, even if you don’t meet every requirement.