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For Companies At a Glance
- Tasks: Build relationships, resolve service issues, and foster a positive team culture.
- Company: Join Lottoland, a leading Lotto company with 20 million customers and a focus on personal growth.
- Benefits: Enjoy flexible working, 37 days off, performance bonuses, and subsidised gym membership.
- Why this job: Make an impact in a supportive environment that values your contributions and promotes growth.
- Qualifications: Experience in customer service leadership, strong communication skills, and analytical thinking required.
- Other info: Embrace Gibraltar's vibrant lifestyle while working in an inclusive and empowering workplace.
The predicted salary is between 36000 - 60000 £ per year.
At our Gibraltar-based Lotto company, people come first. Belonging, impact, and purpose drive our success. We invest in personal growth, offering a unique work environment. With 15 markets, 400+ employees, and 20 million customers worldwide, we\’re where you belong. Experience extraordinary growth with us.
Lottoland empowers both customers and employees. In 2018, we paid out €90 million, a Guinness World Record. Now, we\’re enabling bigger dreams through meaningful actions. Our open culture fosters genuine connections, resilience, and ownership. Your values matter as much as your skills. This is your extraordinary chance. Find purpose and meaning in a one-of-a-kind Land.
What you will do:
- Build strong, collaborative relationships with Team Leaders and colleagues across departments to ensure smooth teamwork and timely resolution of daily challenges.
- Take ownership of resolving service issues by using real-time data, team feedback, and root cause analysis to deliver both quick fixes and long-term solutions.
- Foster a positive and accountable team culture that encourages continuous learning, constructive feedback, and recognition of individual and team achievements.
- Identify inefficiencies and workflow gaps in daily operations, and lead process improvements that boost speed, consistency, and quality.
- Manage employee relations and team performance conversations in line with HR policies, escalating complex matters to senior leadership when needed.
- Coach and mentor Team Leaders and senior agents, offering supportive feedback and guidance to help grow leadership skills and maintain team engagement.
- Oversee onboarding and integration of new team members, ensuring they feel welcomed, supported, and confident in their roles and responsibilities.
- Monitor service metrics and contact trends to spot recurring issues, adjust team priorities, and proactively reduce avoidable customer contacts.
- Take responsibility for team SLAs and share daily resourcing updates with management to support decision-making and planning.
Who you are:
Required Skills:
- You have proven ability to lead and develop operational teams with empathy and clarity.
- Strong people management and coaching skills, focused on empowerment and growth.
- Clear and confident communicator – able to give feedback constructively, navigate challenges, and align teams effectively.
- Analytical thinker who can interpret performance data and turn it into meaningful actions.
- Skilled in managing service KPIs like SLAs, CSAT, QA, and productivity metrics.
- Highly organized, with excellent prioritization and time management abilities.
- Calm and resilient under pressure, with a proactive approach to problem solving.
- Comfortable working with cross-functional teams including Compliance, Tech, HR, and Product.
Experience & Knowledge:
- Experience in customer service, support, or operations leadership—typically managing teams of 10–30+ people.
- Previous responsibility for team performance, quality, coaching, and engagement.
- Familiarity with handling performance and employee relations conversations with fairness and professionalism.
- Experience working in gaming across multiple regulations.
- Comfortable using performance dashboards, CRM platforms, or support ticketing tools (e.g., Oracle).
- Proven ability to contribute to operational improvements and process changes based on data and frontline feedback.
What\’s in it for you:
- Enjoy a competitive salary paired with performance-based bonuses.
- Take advantage of 37 days off, including holidays and flexible public holiday options.
- Receive tailored relocation packages designed to ease your move.
- Benefit from flexible working arrangements that support your lifestyle.
- Grow your career with progression opportunities and personalised coaching.
- Be part of an inclusive and supportive workplace where your contributions are valued.
- Connect with colleagues through exciting team events.
- Stay healthy with premium healthcare coverage.
- Keep active with subsidised gym membership.
We’re committed to creating a workplace where everyone feels respected, supported, and empowered to thrive. We value diverse perspectives and believe they lead to stronger teams and better outcomes. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply — your unique experiences and potential matter more than checking every box.
Why Choose Lottoland:
- Flexibility, inclusion, and common purpose.
- Supportive growth and deeper connections.
- Genuine collaboration and ownership.
- Embrace Gibraltar\’s sun-soaked lifestyle.
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Player Success Manager Gibraltar, Gibraltar employer: Lottoland Limited
Contact Detail:
Lottoland Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Player Success Manager Gibraltar, Gibraltar
✨Tip Number 1
Foster connections with current employees at Lottoland through LinkedIn or networking events. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 2
Demonstrate your understanding of customer service metrics like SLAs and CSAT in conversations. Being able to discuss how you've used these metrics to drive improvements in past roles will show that you’re aligned with their operational goals.
✨Tip Number 3
Prepare examples of how you've successfully led teams through challenges. Highlighting your people management skills and ability to foster a positive team culture will resonate well with their values.
✨Tip Number 4
Research Lottoland's recent achievements and initiatives, especially around employee engagement and customer satisfaction. This knowledge will help you articulate how you can contribute to their ongoing success during interviews.
We think you need these skills to ace Player Success Manager Gibraltar, Gibraltar
Some tips for your application 🫡
Understand the Company Culture: Before applying, take some time to understand Lottoland's values and culture. Highlight how your personal values align with their focus on belonging, impact, and purpose in your application.
Tailor Your CV: Make sure your CV reflects your experience in customer service and team management. Emphasise your ability to lead operational teams and your familiarity with performance metrics, as these are crucial for the Player Success Manager role.
Craft a Compelling Cover Letter: In your cover letter, discuss specific examples of how you've fostered positive team cultures or resolved service issues in previous roles. This will demonstrate your fit for the responsibilities outlined in the job description.
Showcase Your Analytical Skills: Since the role requires analytical thinking, include examples of how you've used data to drive improvements in past positions. This could be through managing KPIs or implementing process changes based on feedback.
How to prepare for a job interview at Lottoland Limited
✨Showcase Your People Management Skills
Since the role requires strong people management and coaching skills, be prepared to share specific examples of how you've successfully led teams in the past. Highlight your ability to empower team members and foster a positive culture.
✨Demonstrate Analytical Thinking
The company values analytical thinkers who can interpret performance data. Be ready to discuss how you've used data to identify issues and implement effective solutions in previous roles.
✨Communicate Clearly and Confidently
As a clear communicator, you’ll need to navigate challenges and align teams effectively. Practice articulating your thoughts on potential service issues and how you would address them during the interview.
✨Emphasise Your Experience in Customer Service
With a focus on customer service and operational leadership, make sure to highlight your relevant experience. Discuss how you've managed service KPIs and contributed to process improvements based on frontline feedback.