Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic team of Italian-speaking Customer Service Advisors and enhance player experiences.
- Company: Join tombola, a forward-thinking company that values diversity and inclusivity.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for personal growth.
- Other info: Be part of a culture that celebrates differences and encourages everyone to thrive.
- Why this job: Make a real impact while developing your leadership skills in a vibrant environment.
- Qualifications: Fluent in Italian and English with strong leadership experience.
The predicted salary is between 30000 - 40000 £ per year.
North East England based | Hybrid Full time | Permanent Shifts discussed at interview
We’re on the lookout for an Italian speaking Customer Service Team Leader to join our Italian team, supporting and covering our Italian territory while helping shape how we deliver brilliant experiences to our players. Working closely with the Customer Service Operations Manager, you’ll help drive how we operate day to day, bringing structure, energy and consistency to the team. You’ll also collaborate with our Product and Tech teams, making sure the voice of our customers is always heard and reflected in what we build. This is a great opportunity to step into a role where you can truly make an impact, grow your leadership skills and be part of something that’s constantly evolving.
What this role looks like:
- At the heart of this role is people leadership. You’ll lead a team of Italian speaking Customer Service Advisors, creating an environment where people feel supported, motivated and set up to succeed.
- From coaching and development through to performance and wellbeing, you’ll play a big part in helping your team thrive while delivering a great experience for our players.
What you’ll be doing:
- Leading and supporting your team day to day
- Managing attendance, absence and return to work processes
- Running performance reviews, QA and scorecard reviews
- Holding regular 1:1s and development conversations
- Managing team holidays, overtime and rota changes
- Monitoring live dashboards and team performance
- Leading team meetings and sharing key business updates
- Gathering and presenting performance data
- Acting as a key link between CX, Product and Tech
- Championing feedback and continuous improvement
A bit more of what you’ll get involved in:
- Supporting onboarding, training and wider CX initiatives
- Managing probation reviews and performance plans
- Handling more complex people matters where needed
- Supporting recruitment and building out the team
- Managing onboarding and offboarding processes
- Getting involved in ad hoc projects and team improvements
What we’re looking for:
- Fluent Italian and English written and spoken
- Strong leadership and people management experience
- A passion for delivering great customer experiences
- Confident communicator who can work across teams
- Organised, adaptable and comfortable managing multiple priorities
- Awareness of customer service trends and best practice
If you enjoy leading people, creating a positive team environment and being part of a business where you can genuinely make a difference, this could be a really nice next step.
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 diversity. 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.
Customer Service Team Leader - Italian Speaking Customer Experience · Sunderland, UK · employer: Tombola
Contact Detail:
Tombola Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader - Italian Speaking Customer Experience · Sunderland, UK ·
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer service leadership. We recommend role-playing with a friend or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your passion for customer experience during interviews. Share specific examples of how you've led teams to success and improved customer satisfaction. This will demonstrate your commitment to delivering brilliant experiences.
✨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 genuinely interested in being part of our team and contributing to our evolving culture.
We think you need these skills to ace Customer Service Team Leader - Italian Speaking Customer Experience · Sunderland, UK ·
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Team Leader role. Highlight your leadership experience and any relevant skills that match what we’re looking for, especially in customer service and team management.
Showcase Your Language Skills: Since this role requires fluent Italian and English, don’t forget to emphasise your language proficiency. Mention any experiences where you’ve used these languages in a professional setting to really stand out.
Be Yourself: We want to get to know the real you! Use your application to showcase your personality and passion for delivering great customer experiences. Share examples of how you've led teams or improved processes in the past.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, your application will go straight to us, and we can’t wait to see what you bring to the table!
How to prepare for a job interview at Tombola
✨Know Your Stuff
Before the interview, make sure you understand the role inside out. Familiarise yourself with the responsibilities of a Customer Service Team Leader and how they relate to the Italian market. This will help you speak confidently about your experience and how it aligns with what they’re looking for.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience. Think about times when you've motivated a team or handled performance reviews. Be ready to discuss how you create a supportive environment and drive team success, as this is crucial for the role.
✨Communicate Clearly
Since this role involves liaising with various teams, practice articulating your thoughts clearly in both English and Italian. You might be asked to demonstrate your communication skills during the interview, so be prepared to engage in a conversation in both languages.
✨Emphasise Continuous Improvement
The company values feedback and improvement, so come prepared with ideas on how you can contribute to enhancing customer experiences. Discuss any relevant trends or best practices in customer service that you’ve implemented in the past, showing that you’re proactive and forward-thinking.