At a Glance
- Tasks: Lead and support a team of Italian speaking Customer Service Advisors to deliver exceptional experiences.
- Company: Join tombola, a dynamic company that values inclusivity and innovation.
- Benefits: Hybrid work, competitive salary, and opportunities for personal and professional growth.
- Other info: Be part of a culture that celebrates diversity and encourages everyone to thrive.
- Why this job: Make a real impact while developing your leadership skills in a supportive environment.
- Qualifications: Fluent in Italian and English with strong leadership experience.
The predicted salary is between 30285 - 37015 £ per year.
Sunderland or Leeds based | Hybrid
Full time | Permanent
Shifts discussed at interview
We’re on the lookout for a 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 Free to be mevalue.
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.
#J-18808-Ljbffr
Customer Service Team Leader - Italian Speaking Customer Experience · Sunderland, UK, Leeds (UK) · employer: Tombola
At tombola, we pride ourselves on fostering a collaborative and inclusive work culture that prioritises the well-being of our colleagues. As an Employee Relations Advisor in Sunderland, you'll benefit from a supportive environment that encourages professional growth and development, while also having the opportunity to make a meaningful impact on employee experiences. With a strong commitment to fairness and compliance, we ensure that our team members are equipped with the resources and guidance they need to thrive in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader - Italian Speaking Customer Experience · Sunderland, UK, Leeds (UK) ·
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tombola. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tombola before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader - Italian Speaking Customer Experience · Sunderland, UK, Leeds (UK) ·
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tombola:Your cover letter is your chance to shine! Tell us why you want to work at Tombola specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tombola!
How to prepare for a job interview at Tombola
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
