At a Glance
- Tasks: Lead and inspire a dynamic Customer Experience team to deliver exceptional service.
- Company: Join tombola, a fun and inclusive gaming company focused on community and player experience.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for personal growth.
- Other info: Collaborative culture with plenty of opportunities for career progression.
- Why this job: Make a real impact by coaching and developing a high-performing team in a fast-paced environment.
- Qualifications: Experience in leading customer-facing teams with strong coaching and communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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.
CX Team Lead: Coach, Optimize & Elevate Service in Sunderland employer: Limelight Health
At tombola, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture in Sunderland. Our commitment to employee development is evident through tailored coaching and growth opportunities, ensuring that every team member can thrive in their role while contributing to our mission of delivering outstanding customer experiences. With a hybrid working model, we foster a collaborative environment where your ideas are valued, making it a truly rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land CX Team Lead: Coach, Optimize & Elevate Service in Sunderland
✨Tip Number 1
Get to know the company culture before your interview. Check out tombola's social media and website to see how they engage with their community. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership stories! Think about times you've motivated a team or handled tough conversations. Be ready to share these experiences during your interview to demonstrate your coaching and mentoring skills.
✨Tip Number 3
Prepare some questions for your interviewers. Ask about their approach to customer experience and how they measure success. This shows you're proactive and keen to contribute to their continuous improvement initiatives.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the tombola team and ready to dive into the hybrid work environment.
We think you need these skills to ace CX Team Lead: Coach, Optimize & Elevate Service 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. We want to see how you connect with players and create brilliant experiences, so share any relevant stories or examples that highlight your passion.
Highlight Your Leadership Skills:As a Team Leader, you'll be motivating and developing a high-performing team. Make sure to showcase your experience in leading teams, coaching others, and driving performance. We love seeing how you've made an impact in previous roles!
Be Data-Driven:We’re all about using data to drive improvements. In your application, mention any experience you have with metrics like NPS or FCR, and how you've used insights to enhance customer experiences. It’ll show us you’re proactive and solutions-focused!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team at tombola!
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 help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a CX Team Lead, 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 and outcomes.
✨Prepare for Real-Time Decision Making
Since the role involves monitoring live dashboards and making quick decisions, think of scenarios where you've had to make fast, data-driven choices. Practise articulating your thought process clearly, as this will be crucial during the interview.
✨Engage in Role-Play Scenarios
Expect to discuss how you'd handle difficult conversations or performance reviews. Practise these scenarios with a friend or mentor, focusing on your communication style and how you can build trust while delivering feedback. This will help you feel more confident during the actual interview.
