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- Tasks: Lead and inspire a customer support team to deliver exceptional service.
- Company: Join LeoVegas Group, a dynamic leader in the igaming industry with a vibrant culture.
- Benefits: Enjoy hybrid work, 28 days leave, wellness contributions, and fun team events.
- Why this job: Be part of a fast-paced environment that values innovation and teamwork.
- Qualifications: 3+ years in customer support leadership with strong communication and analytical skills.
- Other info: Opportunity to make a real impact in a growing company.
The predicted salary is between 28800 - 43200 £ per year.
As the Customer Support Manager, you will be a dynamic leader responsible for leading and managing our customer support team to deliver outstanding service and support to our valued customers. Your primary focus will be driving a customer-centric culture, ensuring exceptional customer experiences, and building a high-performing support team. You will be vital in fostering a customer-first mindset and driving continuous improvement initiatives to elevate customer satisfaction and loyalty. You will be reporting directly to the Head of Customer Support.
YOU WILL BE RESPONSIBLE FOR:
- Lead, inspire, and mentor the customer support team, fostering a culture of collaboration, innovation, and customer-centricity.
- Conduct regular performance evaluations and provide constructive feedback to team members to nurture their growth and development.
- Identify skill gaps and implement development programs to enhance the team's expertise in handling customer inquiries and resolving issues effectively.
- Act as an escalation point for complex or high-priority customer issues, ensuring timely resolution and customer satisfaction.
- Collaborate with the team to establish best practices for handling various customer scenarios, empowering them to address challenges effectively.
- Continuously review and optimise customer support processes to enhance efficiency and reduce response times.
- Define and track key performance indicators (KPIs) related to customer support, providing regular reports to senior management.
- Analyse data and trends to identify areas for improvement and implement data-driven strategies to enhance team performance.
- Gather, analyse, and act on customer feedback to identify areas for improvement and make data-backed decisions to enhance the customer journey.
- Use customer insights to provide feedback to product development teams, contributing to the enhancement of products and services.
- Collaborate closely with cross-functional teams, including Commercial, Product, and Legal, to align customer support strategies with broader company initiatives.
OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:
- 3+ years of experience in a leadership role within a customer support department.
- Proven track record of leading and mentoring teams to achieve success.
- Strong understanding of customer service best practices and principles.
- Excellent communication, interpersonal, and presentation skills.
- Ability to build strong relationships with internal and external stakeholders.
- Proficiency in data analysis and reporting.
- Familiarity with CRM systems and customer support tools.
- Experience with project management and process improvement initiatives.
Benefits:
- Hybrid work policy.
- 4 weeks of Workation (T&C apply).
- 28 days paid leave + public/bank holidays in England.
- Matched pension contributions up to 6%.
- BUPA healthcare which covers pre-existing conditions plus a cash-back plan to support with dental, optical & other treatments.
- 250 GBP wellness contribution annually (T&C apply).
- Free onsite parking and complimentary snacks and drinks.
- Team and office social events throughout the year, which also include a quarterly team budget.
- Enhanced parental leave.
In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!
UK Customer Support Manager employer: LeoVegas Group
Contact Detail:
LeoVegas Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land UK Customer Support Manager
✨Tip Number 1
Familiarise yourself with LeoVegas Group's customer support philosophy and values. Understanding their commitment to a customer-centric culture will help you align your leadership style with their expectations during interviews.
✨Tip Number 2
Prepare examples of how you've successfully led and developed customer support teams in the past. Highlight specific instances where your leadership directly improved customer satisfaction or team performance, as this will resonate well with the hiring managers.
✨Tip Number 3
Research common challenges faced in customer support within the gaming industry. Being able to discuss these challenges and propose innovative solutions will demonstrate your industry knowledge and proactive mindset.
✨Tip Number 4
Network with current or former employees of LeoVegas Group on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information about the company culture and expectations, which you can leverage in your discussions.
We think you need these skills to ace UK Customer Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience in customer support. Focus on specific achievements that demonstrate your ability to drive a customer-centric culture and improve team performance.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and detail how your skills align with the role. Mention your experience in mentoring teams and driving continuous improvement initiatives.
Showcase Relevant Skills: Emphasise your understanding of customer service best practices, data analysis, and CRM systems. Provide examples of how you've used these skills to enhance customer satisfaction in previous roles.
Highlight Team Collaboration: Discuss your experience working with cross-functional teams. Illustrate how you’ve collaborated with other departments to align customer support strategies with broader company goals.
How to prepare for a job interview at LeoVegas Group
✨Show Your Leadership Skills
As a Customer Support Manager, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, focusing on mentoring and fostering a customer-centric culture.
✨Understand Customer Service Best Practices
Make sure you have a solid grasp of customer service principles. Be ready to discuss how you've implemented best practices in previous roles and how you plan to enhance customer experiences at LeoVegas Group.
✨Prepare for Data-Driven Discussions
Since the role involves analysing data and tracking KPIs, brush up on your data analysis skills. Be prepared to discuss how you've used data to drive improvements in customer support processes in your previous positions.
✨Demonstrate Cross-Functional Collaboration
The job requires working closely with various teams. Think of examples where you've collaborated with other departments to achieve common goals, and be ready to share how you can align customer support strategies with broader company initiatives.
