At a Glance
- Tasks: Lead and inspire a dynamic team to deliver exceptional customer experiences.
- Company: Join tombola, a fun and inclusive gaming community.
- Benefits: Hybrid work model, career development, and a supportive environment.
- Other info: Flexible working hours with opportunities for growth and progression.
- Why this job: Make a real impact while developing your leadership skills in a vibrant setting.
- Qualifications: Experience in leading customer service teams and strong coaching abilities.
The predicted salary is between 30000 - 40000 £ per year.
Position Overview
Location: Sunderland (Hybrid) — Full time, Permanent
At tombola, our players are at the heart of everything we do. We create long‑term fun, deliver brilliant experiences, and build a genuine sense of community. Our Customer Experience teams support players directly, welcoming them in chat rooms and engaging in safer gambling conversations. We’re looking for a Customer Service Team Leader to join the team.
Responsibilities
- Lead, motivate and develop a high‑performing CX team of Customer Service Advisors and Chat Hosts
- Conduct regular 1:1s, performance reviews and QA evaluations
- Coach team members to achieve their full potential
- Drive performance across key CX metrics (NPS, FCR, productivity, engagement, quality)
- Monitor live dashboards and make real‑time decisions
- Lead team meetings and confidently present updates
- Manage attendance, holidays and absence processes
- Support recruitment, onboarding and probation management
- Build strong relationships across the wider business
- Drive continuous improvement initiatives and customer experience enhancements
- Support your team through change in a fast‑paced environment
Qualifications
We’re looking for someone with proven experience leading customer‑facing teams, balancing people leadership with performance delivery. You’ll be organized, self‑motivated, and genuinely enjoy developing and supporting people.
Additional desired skills:
- Proven track record of leading successful teams
- Strong coaching and mentoring skills
- Confidence leading meetings, delivering feedback and communicating with impact
- Ability to influence, build trust and bring people with you
- Experience managing performance and difficult conversations
- Proactive and solutions‑focused mindset
- Confidence using data and insights to drive improvements
- Strong organizational skills and ability to prioritize competing demands
- Confidence using Microsoft Office, Jira and other business systems
- 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 a.m. and 4 p.m.
- Week 2: Tuesday to Friday, typically between 8 a.m. and 4 p.m.
The role is hybrid, based out of our Sunderland HQ with three days per week in the office and the rest 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 will be plenty of opportunities to learn, grow and progress with us.
EEO Statement
We welcome applications from all backgrounds and encourage individuals to apply, even if you don’t meet every requirement. Tombola is committed to creating opportunities for everyone and values inclusivity.
Customer Service Team Leader in Sunderland employer: Limelight Health
At tombola, we pride ourselves on being an excellent employer by fostering a collaborative and supportive work culture that values your ideas and contributions. Located in Sunderland, our hybrid working model allows for flexibility while you lead a high-performing Customer Experience team, with ample opportunities for personal and professional growth in a dynamic environment. Join us to make a meaningful impact and enjoy a rewarding career where inclusivity and development are at the forefront of our mission.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Sunderland
✨Tip Number 1
Get to know the company culture! Before your interview, spend some time researching tombola and its values. This will help you connect with the team during your chat and show that you're genuinely interested in being part of their community.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or improved performance. Be ready to share these during your interview to demonstrate your coaching skills and ability to drive results.
✨Tip Number 3
Show off your data skills! Since the role involves using insights to drive improvements, be prepared to discuss how you've used data in past roles to make decisions or enhance customer experiences.
✨Tip Number 4
Don’t forget to ask questions! Prepare thoughtful questions about the team dynamics and the challenges they face. This shows your interest and helps you gauge if it's the right fit for you. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Service Team Leader in Sunderland
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let your enthusiasm for customer service shine through! Share specific examples of how you've created brilliant experiences for customers in the past. We want to see that you genuinely care about making a difference.
Highlight Your Leadership Skills:As a Team Leader, it's crucial to demonstrate your ability to lead and motivate a team. Use your application to showcase your experience in coaching and developing others. We love seeing how you've helped team members reach their full potential!
Be Data-Driven:Mention any experience you have with using data to drive improvements in customer service. Whether it’s NPS scores or performance metrics, we want to know how you've used insights to enhance customer experiences. It shows us you're proactive and solutions-focused!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you're keen to join our team!
How to prepare for a job interview at Limelight Health
✨Know the Company Inside Out
Before your interview, take some time to research tombola. Understand their values, mission, and how they engage with their players. This will not only show your genuine interest but also help you align your answers with what they stand for.
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully coached team members or driven performance improvements. Be ready to discuss specific metrics you’ve influenced.
✨Prepare for Real-Time Scenarios
Since the role involves making real-time decisions based on live dashboards, think of scenarios where you had to make quick decisions under pressure. Practise articulating your thought process and how you prioritised tasks in those situations.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the role and the company. Inquire about their approach to team development or how they measure success in customer experience. This shows you’re proactive and genuinely interested in contributing to their goals.
